NTT DATA created a Dynamic Workplace service model to address the needs of a wide range of roles that would measure employee satisfaction and productivity as new tools were rolled out. This would enable the team to course-correct before the next rollout, in order to accelerate and streamline the transformation. The effort fostered a better employee experience across diverse roles, improved workplace productivity and employee engagement, and employee trust.
"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.
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.
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.
For this client, NTT DATA created a custom Dynamic Workplace service model that addressed the biggest employee pain points, which included:
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:
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.
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.