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Djezira Bakkouche
HR PROCESS AND SYSTEMS LEAD
Could you share your thoughts on the value and importance of employee experience in the workplace?
It's challenging to put a value or budget on employee experience because it should be ingrained in the mindset of all professionals, not just a specific team. Everyone working with people should prioritise employee experience. It should be considered when implementing policies and providing support. It should be part of the mindset of all employees, whether they work in HR, tech, finance, procurement, or any support function. By prioritising employee experience, we can create an environment where employees can thrive and succeed.
By prioritising employee experience, we can create an environment where employees can thrive and succeed.
It is essential to recognise that each individual may prioritise different aspects of their lives, so close collaboration with employees is crucial in order to offer tailored support that meets their specific needs.
How can organisations improve their understanding of employee needs and provide personalised support?
To gain a deeper understanding of employee needs, organisations should go beyond traditional HR interactions and actively engage with their employees. This can be accomplished through methods such as conducting interviews, fostering collaboration on projects, and genuinely listening to their perspectives. It is essential to recognise that each individual may prioritise different aspects of their lives, so close collaboration with employees is crucial in order to offer tailored support that meets their specific needs. Simply providing a basic guide or checklist is insufficient; organisations must strive to provide comprehensive support by understanding the unique circumstances of each employee and offering the necessary resources.
My experience revolves around bridging the gap between technical and non-technical teams within organisations. I firmly believe that having individuals like myself, who possess a deep understanding of both technological aspects and the human side of things, is vital for effective communication and collaboration. Acting as a catalyst, I often find myself in the middle, facilitating communication between the technical team and the rest of the company. Unlike companies that separate their IT and HR departments, my team combines expertise from both the technical and non-technical realms, which is a valuable asset.
How do you effectively manage change and communication during periods of transformation?
In my experience with digitalisation, we have implemented tools like ServiceNow to streamline processes digitally. However, it is essential to recognise the significance of establishing personal connections with our employees. They should have clear points of contact, rather than relying solely on a system. We need to humanise the support we provide and identify the moments that matter to employees. Even though digital tools are utilised, reintroducing the human element to our processes is crucial.
Change management plays a vital role in addressing the challenges that arise when changing people's behaviours. Resistance and varied reactions are to be expected. Some employees may struggle with the transition, while others readily embrace the changes. It is a process of stabilising and adapting to the new way of working. By integrating change management from the outset, actively involving employees, and viewing it as an investment rather than a cost, organisations can ensure successful technology transformations.
Aligning technology initiatives with the company's objectives is also critical in delivering solutions that contribute to the strategic direction. Ultimately, striking a balance between efficiency and employee satisfaction is key to creating a positive impact on their experience.
Aligning technology initiatives with the company's objectives is also critical in delivering solutions that contribute to the strategic direction.
We have a large employee experience network, when we plan to introduce something new, we involve them to ensure we make the right decisions.
HR data can play a pivotal role in empowering managers to make informed decisions and enhance employee performance.
How can organisations effectively incorporate employee feedback and ensure continuous improvement in the employee experience?
We make it a point to gather feedback from users during the delivery of a new process. For instance, we have articles available that provide guidance and information, and users can rate those articles. If we receive negative feedback and don't take action, we may decommission the article. We prioritise addressing user concerns and have processes in place for them to escalate issues to the appropriate management level. We also regularly ask users to rate our processes and launch surveys to gather insights on their usage and preferences. In our organisation, we have a large employee experience network, when we plan to introduce something new, we involve them to ensure we make the right decisions.
How can technology and AI-driven solutions enhance learning and development initiatives?
Technology plays a crucial role in facilitating learning. Ideally, organisations should have a robust L&D platform that recommends relevant learning materials based on individual interests and needs. Incorporating AI into our learning processes can be a game-changer. For example, we could integrate AI into our virtual chat boxes, like Chat GPT, to provide instant assistance and guidance. We should embrace new technologies and leverage their power to enhance our learning experiences.
GSK is a global biopharma company with a purpose to unite science, technology, and talent to get ahead of disease together. GSK aims to positively impact the health of 2.5 billion people by the end of 2030. GSK prioritizes innovation in vaccines and specialty medicines, maximizing the increasing opportunities to prevent and treat disease. At the heart of this is the R&D focus on the science of the immune system, human genetics, genomics and advanced technologies, and world-leading capabilities in vaccines and medicines development.
