Lisa Woodley headshot
Lisa WoodleyVP, Customer Experience, NTT DATA

"The GPS is a good analogy. You have to know where you are starting from, so you can figure how to get where you want to go. That’s what our Employee Experience team helps our FS&I clients do."

Long wait times and malfunctioning devices frustrated employees of a top tier financial institution. Satisfaction with the bank’s technology and support services were low. And they wanted to not just fix friction points with the IT experience, but they wanted to transform the employee experience.

The bank was like the two-thirds of the businesses we surveyed in a recent study that say a major workplace transformation is always a step into the unknown. While our client knew what the technical problems were, it didn’t understand the degree of employee dissatisfaction or which roles were most affected or why.

Step 1: Assessment

NTT DATA’s employee experience experts assessed the bank’s business and IT environment and then applied customer experience techniques — interviewing, observing and developing personas for a wide range of employees, including customer-facing branch employees and back-office personnel, call center reps and traveling executives — to understand their day-to-day processes and identify friction points with the tools they’ve been given to do their jobs. “This assessment is a critical step of any journey,” said Lisa Woodley. “The GPS is a good analogy. You have to know where you are starting from, so you can figure how to get where you want to go. That’s what our Employee Experience team helps our FS&I clients do," she said.

Step 2: Measuring XLAs, not SLAs

Next, the team created a transformation roadmap and developed a dashboard that measured not just traditional service level agreements (SLAs) but experience level agreements (XLAs) that measured employee satisfaction and productivity each time a new tool was rolled out. XLAs would enable the team to course-correct if satisfaction or productivity dipped, enabling the bank to not just achieve its digital workplace transformation strategy, but to do it faster and more efficiently.

Step 3: Addressing the biggest pain points

For this client, NTT DATA created a custom Dynamic Workplace service model that addressed the biggest employee pain points, which included:

  • Enabling IT personnel to prepare new hire equipment sooner by removing several IT dependencies on HR for desktop engineering.
  • Creating automated solutions including a concierge-led service desk experience to oversee complex troubleshooting and track end user satisfaction with the entire experience.
  • Improving IT order delivery by adding proactive customer touchpoints, consumer-like order tracking, and guided setup/installation at point of delivery.

Meeting the needs of financial services employees

NTT DATA’s model aims to help this financial institution increase employee productivity, satisfaction and engagement by meeting the needs of an 80,000+ global workforce.

Benefits to specific roles include:

  • Retail branch employees have quick access to IT issue resolution, better enabling them to serve customers and drive more business.
  • Loan officers have fast, reliable devices and infrastructure on the road, helping them get mortgage customers into their new homes on their closing dates.
  • HR employees now have the applications they need to onboard new hires quickly and scale the workforce to best meet customer demands.

We’re doing all this while also keeping in mind the need to be cost-competitive. The result is a compelling financial model that will not only improve workforce productivity but also revenue productivity.

Are you transforming your workplace?

NTT DATA and has partnered with our insurance and financial services clients to transform operations. We can help you, too. Check out NTT DATA’s Workplace Transformation Services.