Transforming the employee experience for a global hospitality group
My Role: UX Consultant at PwC
Human capital is the most important company resource. Our client realized that their hiring, onboarding, and talent management processes were flawed and failed to align with company culture. Our objective was to recreate the hiring process to appeal to career seekers of the future, provide transparency around career progression, and create a formal and consistent talent planning process.
Mapping the Employee Experience
I collaborated with my team to design and facilitate a discovery workshop with key executives to align on the future vision of the employee experience. To deepen our understanding, I conducted stakeholder interviews to uncover pain points and opportunities across recruiting, hiring, performance and development, and talent planning. Using these insights, I developed personas and journey maps to highlight current challenges and identify opportunities to improve the employee experience.
What we learned
Recruiting & Hiring
Unclear ownership throughout the recruiting and hiring process. Lengthy hiring processes for both internal and external candidates.
Performance & Development
Employees want to understand what steps they need to take to progress in their career. There is no formal tool to measure skill levels and provide constructive feedback.
Talent Planning
Lack of consistent, proactive planning for growth and promotions. No comprehensive talent pipelines to fill open positions.
Shaping the Future
Our team led a two-day vision workshop with key stakeholders to identify opportunities for improving the future employee experience. We then developed a survey to help stakeholders prioritize these opportunities based on business impact, feasibility, and scalability. I created detailed opportunity briefs outlining each opportunity’s purpose, benefits, and dependencies, mapping them to relevant personas and journey phases.
Impact
We provided an implementation roadmap with milestones, designated owners, and key achievements to ensure the successful rollout of each opportunity. Additionally, we included unique KPIs aligned with the opportunities to enable our client to drive change with significant business impact.