Building an employee experience (EX)-centric organisation

Written by
Jul 2, 2024

In today’s competitive talent market organisations are increasingly focusing on crafting a superior employee experience (EX) to set themselves apart as an employer of choice. An EX-centric approach is not just about providing a pleasant workplace but about deeply integrating the employee perspective into the organisational DNA.

What is employee experience?

Employee experience encompasses every interaction an employee has with your company, from the first contact as a potential recruit to the last interaction after their departure. It involves the culture, technology, and physical workspace, as well as the tools and processes that employees engage with during their tenure. An EX-centric organisation views these interactions through the eyes of the employees, ensuring that each step of their journey contributes positively to their engagement, satisfaction, and productivity.

Three pillars of an EX-centric organisation

1. Employee-centred leadership: leadership in an EX-centric organisation is inherently empathetic, focusing on understanding and addressing the needs and aspirations of employees. Leaders serve as role models, demonstrating a commitment to the values and behaviours that nurture a supportive and collaborative work environment.

2. Robust communication channels: effective communication is the backbone of employee experience. This includes transparent sharing of the organisation's goals and challenges, as well as fostering an environment where feedback is encouraged and acted upon. Digital tools and social platforms can play a pivotal role in enhancing communication and building community.

3. Data-driven insights: utilising data to understand and enhance employee experience is key. Regular surveys, pulse checks, and newer tools like employee experience platforms can provide valuable insights into how employees feel and what they need to thrive.

How HR can shape the employee journey

Implementing an EX-centric strategy requires a shift in mindset at every level of the organisation. It starts with leadership commitment and must permeate through all aspects of HR and management practices. Crucially, it requires listening to the voices of employees and making ongoing adjustments based on their feedback and changing needs.

HR plays a pivotal role in shaping the employee experience. By focusing on the touchpoints across the employee lifecycle, HR can drive the creation of an EX-centric organisation.

1. Recruitment and onboarding

The employee journey begins with recruitment and onboarding, making these initial phases critical for setting expectations and building a strong foundation. HR can:

Articulate the Employee Value Proposition (EVP): the first step in defining the employee journey is defining the EVP. What does your company stand for as an employer? What should candidates know about working at your organisation? Clearly articulate and communicate the EVP, internally and externally, which encapsulates what employees can expect in return for their skills, capabilities, and experience. This should highlight unique benefits, career development opportunities, and the company’s commitment to employee well-being.

Develop a strong employer brand: an employer brand is the visual identity of you as an employer. Think of the employer brand as a subset of your organisational brand. Candidates will gather information about your organisation through social media, job boards and internet searches. What comes up is your employer brand, whether you have developed it consciously or not. It is how your organisation is seen as “place to work” by candidates, current employees and leavers. It’s important for an organisation to take ownership of this narrative. Design an employer brand that clearly communicates the organisation's mission, culture, and values, with a aim of attracting candidates who are a good fit.

Enhance job descriptions: align them closely with the company culture and the realistic day-to-day responsibilities. This helps set the right expectations and attracts candidates who resonate with the organisation’s values.

Streamline the application process: ensure it is user-friendly, respectful of candidates' time, and communicates clearly what steps are involved.

Focus on onboarding: develop comprehensive onboarding programs that not only cover job essentials but also immerse new hires in the company culture and connect them with their peers and mentors. Develop onboard materials such as new joiner handbooks and toolkits for line managers on how to onboard new joiners to enable a smooth transition into the organisation.

2. Continuous learning and development

To keep employees engaged and prepared for evolving workplace demands, continuous learning and development are essential. HR can:

Personalised growth plans: work with employees to create customised career development plans that reflect their strengths, career aspirations, and life goals. Train your line managers to have these growth and development conversations with their teams.

Provide diverse learning opportunities: offer a range of learning formats, including online courses, workshops, seminars, and cross-departmental projects, to cater to different learning preferences and career paths.

Encourage leadership development: identify and nurture potential leaders through mentorship programs and leadership training.

3. Performance management for growth

Rethink performance management to focus on growth and development rather than just appraisal can significantly enhance employee experience. HR should:

Implement continuous feedback: augment annual reviews with regular, constructive feedback sessions that help employees understand how they can improve and grow.

Visual maps to bring PM cycles to life: create visual representations of the performance management lifecycle to help employees and managers understand the process phases, their roles, and expected outcomes.

Develop toolkits for employees and managers: provide comprehensive toolkits that guide both employees and managers through the performance management process, including templates, checklists, and best practice guidelines.

Conversation cards for managers: Equip managers with conversation cards that offer tips and prompts for conducting effective and empathetic performance and coaching discussions.

Recognise and reward: develop a recognition system that celebrates both major achievements and everyday contributions, directly linking rewards to company values and individual performance.

4. Creating a supportive work environment

The physical and psychological aspects of the work environment greatly influence employee satisfaction and productivity. HR can:

Ensure workplace flexibility: adapt policies to support work-life balance, including flexible working hours and the option for remote work.

Promote well-being: implement wellness programs that address both physical and mental health, such as fitness memberships, mental health days, and stress management workshops.

5. Fostering an inclusive culture

An inclusive culture supports a positive employee experience by ensuring that all employees feel valued and respected. HR can:

Champion diversity and inclusion: regularly evaluate and update policies to enhance inclusivity, conduct training to reduce unconscious bias, and celebrate diverse cultures and backgrounds.

Enhance communication: use tools and platforms that encourage open communication and collaboration across all levels of the organisation.


Building an EX-centric organisation is an ongoing journey that demands commitment and adaptability. By focusing on the holistic well-being and satisfaction of employees, companies can cultivate environments where both employees and the business can thrive together. As workplaces continue to evolve, those that succeed will likely be the ones that truly understand and value the human element at the heart of their operations.

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