Employee Experience

Employee Experience (EX)

39% of employees in a recent survey said that they are planning to leave their jobs in the next 3-6 months (McKinsey, 2023).

Organisations can respond to the 'quiet quitting' epidemic by individualising their approach to employees. Employee experience (EX) is the recognition and catering to the unique needs and preferences of employees.

EX refers to the sum total of all the interactions, perceptions, and feelings that an employee has with their employer and workplace throughout the duration of their employment. It encompasses everything from the recruitment and onboarding process to the work environment, organisational culture, opportunities for growth, and finally, the eventual exit or retirement.

By recognising and catering as far as possible to the unique needs and preferences of each employee, organisations can foster a more engaged and satisfied workforce, which in turn positively impacts retention.

Every interaction, every?moment?that employees have with your brand influences whether they'll stay with your organization.?Gallup (2022)

The Impact of EX

Employee experience is crucial for a multitude of reasons that impact not only the individuals working within an organisation but also the organisation's overall performance and competitiveness. Here are some reasons why employee experience is important:

1. Increased Employee Engagement: A positive employee experience often leads to higher engagement levels. When employees are satisfied, they are more likely to be committed and put in extra effort in their work, which benefits the organization.
2. Higher Productivity: Satisfied and engaged employees are generally more productive. When employees have a positive experience – such as a comfortable work environment, tools they need, and supportive management – they can focus better and accomplish more.
3. Talent Attraction and Retention: A good employee experience can make a company more attractive to potential employees and can be a deciding factor in a candidate's choice to join. Moreover, satisfied employees are less likely to leave, reducing turnover costs and the loss of talent.
4. Better Customer Experience: There is often a direct correlation between employee experience and customer experience. When employees are happy and engaged, they are more likely to provide better service to customers, which can lead to increased customer satisfaction and loyalty.
5. Innovation and Creativity: A positive employee experience that encourages open communication, collaboration, and continuous learning is likely to foster an environment where innovation and creativity thrive. This can be a significant competitive advantage.
6. Employee Well-being: When organizations focus on employee experience, they tend to include wellness programs and support systems that contribute to the physical and mental well-being of the employees. This, in turn, leads to fewer sick days, higher morale, and a more resilient workforce.
7. Employer Branding: A positive employee experience enhances the employer brand. Current and former employees are more likely to speak positively about the organization, and this word-of-mouth can be a powerful recruitment tool.
8. Adaptability and Change Management: Organizations with a strong focus on employee experience are generally better at managing change. Employees are more likely to be receptive to change and adaptable if they feel valued and supported by the organization.
9. Financial Performance: Several studies have indicated a correlation between employee experience and financial performance. Companies that invest in employee experience often see higher profits, stock performance, and overall financial results.
10. Cultural Alignment and Values: A positive employee experience can help in ensuring that the employees’ values and goals align with those of the organization. This alignment is critical for the long-term success and sustainability of the organization.

Improving Employee Experience

Improving employee experience in organisations involves a comprehensive approach or strategy that addresses the needs of employees during the various stages of the employee life cycle.

In this regard, Gallup provides a useful way to frame the employee journey as shown below. Every step has its own focus activity and call to action.

Managers have the greatest power to improve the employee experience. Gallup (2019)

The driver of EX is the employee interaction with their manager across all seven stages of the employee journey. Over and above the quality of the manager, a focus on employee strengths is seen as an extremely effective way for managers to improve EX. Strengths refer to an individual's innate patterns of thought, feeling and behavior.

The strength-based approach allows a person to see themselves at their best – the value they bring by just being themselves. They are encouraged to capitalize on their strengths rather than focus on negative characteristics. Strengths-based development helps people apply their unique strengths to increase productivity.

Seven in ten employees (67%) who strongly agree that?their manager focuses on their strengths or positive characteristics are engaged. Gallup (2016).

In summary, investing in employee experience is not just about keeping employees happy; it is an essential element in building a successful and sustainable organisation. The importance of employee experience has been increasingly recognised, and it is likely to continue to be a focus for forward-thinking organisations.