Employee Experience: Why we all hate expenses

16 Nov 2022 12:00 AM

View video for Employee Experience: Why we all hate expenses on YouTube (with transcription)

16 Nov 2022 Online event

  • Hannah Whiteley

    CXPartners

    Hannah Whiteley

  • Sophie Dennis

    UK Health Security Agency

    Sophie Dennis

Employee experience was the focus for our third webinar of Customer Centricity Month 2022, where we discussed the facilities dimension of our Customer Centricity Model. Hannah Whiteley, our Principal UX Consultant, lead the webinar alongside our guest speaker, Sophie Dennis – Director of Human-Centred Design & Customer Experience at the UK Health Security Agency. Together, they discussed whether teams have the physical and digital tools and space in place to allow them to deliver a great customer experience.

About

In this session, we spoke about employee experience and the ‘facilities’ dimension of our Customer Centricity Model. Businesses often put a lot of time and effort into customer experience but forget about employees. We looked at how you can ensure you exceed competitors by improving your agility to keep up with changing user needs. Sophie also discussed the relevance of customer centricity to public services, where to focus employee experience efforts as a design, product or CX leader and the importance of improving the UX of the tools and software used by staff in the NHS.

Watch this webinar to find out:

  • The common indicators of poor EX (employee experience)
  • What this means for a business
  • How to make improvements in order to deliver better customer experiences, faster.

About the speakers

Hannah Whiteley, Principal UX Consultant, cxpartners

Hannah has over 15 years of experience in user experience and service design, working for companies like lastminute.com, Premier Inn and Royal Mail, as well as Google, SSE, NHS, NatWest and Hertz as a consultant. She helps clients deeply understand users and their needs, in order to deliver amazing products and services.

Although she has a wide range of experience across sectors, she is always striving to learn more. Every company has its own unique challenges, and as user needs and the tech around us evolve, she ensures that solutions are driven by real insights.

Sophie Dennis, Director of Human-Centred Design & Customer Experience, UK Health Security Agency

Sophie has over 20 years of experience leading strategic service and product design across the NHS and public sector, helping define how we use design to radically improve public services. Over the last two years, she built the 120-strong in-house user-centred design capability for NHS Test & Trace from scratch to respond to the COVID-19 pandemic.

She is chair of the international Service Design in Government conference, and has previously worked in design and product leadership at NHS Digital, Department for Work and Pensions, Land Registry, Public Health England, Office for National Statistics and Bristol City Council.

Customer Centricity Month 2022: How to thrive in challenging times

Customer centricity isn’t just about a specific discipline. Truly customer centred organisations think about how they are serving the customer in all aspects of the way they run the business.

Our five dimensions of Customer Centricity were developed to help you understand where your strengths are and where there are areas of improvement.

The dimensions include:

  • Process
  • Governance
  • Employee Experience
  • People
  • Communications

Throughout November 2022, cxpartners ran a webinar a week to cover each of the five dimensions in detail. For each webinar we were accompanied by a guest speaker giving an example of each dimension in practice.

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