It’s really important to connect employees and customers as one.”
Ros Coffey, Head of People, Culture and Customer Experience, Macquarie Bank
Employee experience measures the way staff perceive their interactions with the company they work for – the emotional aspects of ‘what it’s like to work in that organisation’. It might include a sense of purpose and accountability, a feeling of being valued or an inclusive culture.
Employee experience goes far beyond a human resource function. It’s a holistic view of how people can be empowered and engaged to deliver on a business’ purpose and strategy. In a year when nearly half of Australia’s working population has had to suddenly adapt to working remotely1, it has never been more important.
Research indicates employees have adapted well to the challenge of working outside of an office environment. Feedback has been generally positive, and many employees say they expect to continue to work remotely – at least part time2.
It takes additional management effort and empathy to maintain team connection and collaboration in a remote environment. However, by proving the case for productivity out of the office, employees see COVID-19 as having opened up a conversation about the nuances of work/life balance – challenging long-held assumptions about ‘flexibility’, ‘9-to-5’ and the importance of ‘facetime’.