3 key learnings from The Advanced HR & People - Engagement in Financial Services event

2. Create a culture of trust

Let’s face it - the corporate world has changed since the pandemic. Flexible and hybrid working are now ‘need-to-haves’ rather than ‘nice-to-haves’ for most workplaces. But with change comes growing pains as we navigate this new normal.

During a session with Tandem Bank, Travelex and Metro Bank, panellists asked how to measure career development fairly in the workplace in the context of this new system of working. They also discussed whether ‘corporate culture’ is gone for good and how to monitor productivity whilst running a hybrid structure. The solution to all of these points - trust.

Imagine you’re sitting in the office and your colleague’s screen faces away from you. Do you trust that they’re working? If the answer is yes, then it shouldn’t matter whether they’re in the office or at home. By giving people autonomy and flexibility based on mutual trust that they will deliver, you meet both your business and cultural objectives.

That being said, there is no one-size-fits-all. Some industries require physical attendance without question. But if the possibility exists for you to provide a flexible and efficient way of working for your employees that supports their wellbeing and achieves your commercial objectives, why wouldn’t you? 

3. Customise your employee experience

Pre-Covid, it was not uncommon for employees to be treated like cogs in a wheel, as well as being shown a lack of empathy for matters outside of work. With the increase of hybrid working, people have become more connected. Whether it’s seeing your employee’s kitchen, meeting your colleague’s child or watching your manager’s cat walk across their keyboard during a Zoom call, we have all started to get to know each other a little better.

Now the challenge employers are facing is how to get teams back into the office. If a return is made compulsory, then there is a risk of staff leaving. If you pressure people to come in without considering the impact that could have on their family life, employees may underperform due to a lack of psychological safety.

To get the best out of your employees and entice them back to the office, instead of forcing people back against their own terms, you have to create an experience that is bespoke to individual needs - understanding the fact that people have personal lives outside of work. Use your company values to guide you from an organisational perspective. From there, communicate with your team on what they want from their experience both working and in terms of perks. Away days and treats are great, but the fundamental point is the importance of creating a culture that people want to come back to time-and-time again (whether that be working from home or the office).

Employee experience needs to be as important - and approached in the same way - as your customer experience. Use an insight-led approach through clear communication, a foundation of trust and human-centred design to craft a solution that brings your business and your employees the greatest value.

One final but important tip that's surprisingly easy to forget: don't overcomplicate. Everyone needs a critical friend.

Need help navigating or a sense check on your approach? Reach out to Amy directly or drop us a line:  get in touch with us today.

Reference A: Employee Experience by Design: How to Create an Effective EX for Competitive Advantage (Bridger & Gannaway, 2021)