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What does an employee experience specialist do?

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Employee experience (EX) is the sum of all the interactions, perceptions, and feelings that employees have with their workplace, from the first contact to the last. It affects their engagement, performance, retention, and well-being. An employee experience specialist (EXS) is a professional who designs, implements, and evaluates EX initiatives to improve the employee journey and foster a positive culture. Here are some of the main tasks and skills of an EXS.

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Hana Crnogorac

Employee Experiance Specialist at Ericsson Nikola Tesla D.D.
Rosalba Pérez

Community Manager en Joyería artesanal | Marketing, Redes Sociales
Tsungirirai Madziva

Customer Satisfaction Associate | B2B & B2C Customer experience | KYC | MSc

1 Understand employee needs

An EXS needs to have a deep understanding of the diverse needs, preferences, and expectations of the employees. They use various methods, such as surveys, interviews, focus groups, and analytics, to collect and analyze feedback and data. They also collaborate with other departments, such as HR, IT, and marketing, to align the EX strategy with the organizational goals and values.

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Hana Crnogorac

Employee Experiance Specialist at Ericsson Nikola Tesla D.D.
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Collaborative communication is the key to a good experience. By fostering an open and inclusive environment where everyone feels valued and heard, you can unlock the full potential of your team and achieve great things together.

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Tsungirirai Madziva

Customer Satisfaction Associate | B2B & B2C Customer experience | KYC | MSc
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An employee experience specialist is responsible for optimizing and enhancing the overall work environment and engagement for employees within an organization. This role involves developing and implementing strategies to improve various aspects of the employee journey, from onboarding to ongoing development. Employee experience specialists work to create positive workplace cultures by addressing factors such as employee satisfaction, well-being, and professional growth. They may collaborate with HR, management, and other departments to design programs, initiatives, and policies that foster a supportive and inclusive workplace, ultimately aiming to boost employee morale, productivity, and retention.

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2 Create EX programs

An EXS creates and manages various programs and projects that enhance the EX, such as onboarding, training, recognition, rewards, wellness, diversity, and inclusion. They design the content, format, and delivery of these programs, and ensure they are relevant, engaging, and accessible for the employees. They also monitor and measure the impact and outcomes of these programs, and make adjustments as needed.

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3 Communicate with employees

An EXS communicates effectively and frequently with the employees, both to inform them of the EX initiatives and to solicit their feedback and input. They use various channels, such as email, intranet, social media, and newsletters, to reach out to the employees and keep them updated and involved. They also create and maintain a positive and consistent employer brand that reflects the EX vision and values.

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Rosalba Pérez

Community Manager en Joyería artesanal | Marketing, Redes Sociales
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Communication is the fundamental basis for improving the employee experience, since it motivates them to manage with commitment, positive attitude, responsibility and thus maintain effectiveness in the organization by promoting practical and effective activities of innovative communication channels and thus create a clear productivity environment. In order to manage your activities with commitment, it is therefore necessary to maintain communication as the fundamental basis of success.

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4 Foster employee engagement

An EXS fosters a culture of employee engagement, where employees feel valued, motivated, and connected to their work and their colleagues. They organize and facilitate events and activities that promote collaboration, learning, and fun, such as team-building, workshops, webinars, and social gatherings. They also encourage and recognize employee contributions, achievements, and feedback, and celebrate milestones and successes.

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5 Solve employee problems

An EXS solves employee problems and issues that affect their EX, such as conflicts, complaints, grievances, and dissatisfaction. They listen empathetically and attentively to the employee concerns, and provide timely and appropriate solutions and support. They also escalate and report any serious or recurring problems to the relevant authorities or stakeholders, and follow up on the resolution and outcomes.

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Rosalba Pérez

Community Manager en Joyería artesanal | Marketing, Redes Sociales
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Knowing how to listen to your employees with empathy and help them solve their problems is a skill of a good business leader since it is essential to recognize your employees' abilities and skills as well as the performance they have in the organization, this consolidates and increases the resolution of problems. problem in a positive and effective way.

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6 Stay updated on EX trends

An EXS stays updated on the latest trends and best practices in EX, such as new technologies, tools, methods, and research. They attend webinars, conferences, courses, and networking events to learn from experts and peers in the field. They also benchmark and compare their EX initiatives with other organizations and industries, and identify areas of improvement and innovation.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What does an employee experience specialist do?

1

2

3

4

5

6

7

1 Understand employee needs

2 Create EX programs

3 Communicate with employees

4 Foster employee engagement

5 Solve employee problems

6 Stay updated on EX trends

7 Here’s what else to consider

Customer Service Management

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What does an employee experience specialist do?

1

2

3

4

5

6

7

1 Understand employee needs

2 Create EX programs

3 Communicate with employees

4 Foster employee engagement

5 Solve employee problems

6 Stay updated on EX trends

7 Here’s what else to consider

Customer Service Management

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