HERO EEE 2024 APR16 EXTransformation

Managing Employee Experience while Navigating Transformation - Employee Experience Exchange

Managing change while shifting the employee experience is not easy. During periods of uncertainty, is important to consider employee engagement and morale and to apply powerful tools (like personas) to understand and address the diverse needs and concerns of employees. How do teams incorporate employee experience design tools with formalized change management strategies? Where does change management stop and employee experience begin?

Members shared their employee experience strategies, tools, and interventions they use to navigate periods of change and uncertainty successfully

Meeting Highlights

Employee Experience Needs a Seat at the Table

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Envision employee experience through the lens of event planning, where organizational change is similar to hosting a party. Embrace the perspective of being part of the party planning committee, where you're intricately involved in shaping every aspect of the experience for your guests (your employees). 

Change with Compassion: Economic Downturn Case Study

Caryn McGarrity, Senior Director, Employee Experience at Protiviti shared their strategic approach to navigating a period of economic downturn and excess capacity while prioritizing employee experience. Through strategic planning, transparent communication, and empathetic execution, the company successfully implemented changes while upholding its core values.

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  • Leveraging Core Values: Protiviti anchored their approach using their mission of "caring, collaboration, and delivery." This provided a framework for decision-making, ensuring that every action aligned with the company's values.
  • Transparent Communication: Leaders at Protiviti adopted a transparent communication strategy, promptly informing employees about impending changes, including layoffs. They emphasized honesty and empathy, acknowledging the challenges while maintaining trust and openness.
  • Empathetic Execution: Recognizing the emotional impact of layoffs, Protiviti implemented a structured process focused on empathy. They extended support beyond standard protocols, allowing affected employees additional time to prepare and  facilitating a respectful departure process.
  • Inclusive Decision-Making: To ensure comprehensive solutions, Protiviti engaged employees from all levels and departments in decision-making. This inclusive approach enabled the company to gather diverse perspectives and tailor solutions that addressed various concerns and needs.
  • Structured Support Systems: Protiviti established dedicated support teams comprising business leaders, HR professionals, and support staff for each affected employee. These teams provided personalized assistance, including emotional support, paperwork assistance, and real-time communication channels, ensuring a smooth transition and a humane experience for departing employees.

T-Mobile's Approach to Hybrid Work Through Data-Driven Insights

Amidst the evolving landscape of work arrangements, T-Mobile embarked on a proactive journey to transition employees back to the office. Alyssa Castillo, HR Consultant at T-Mobile shared their initiative that blends data-driven insights, personalized strategies, and collaborative efforts to facilitate a smooth return while addressing the diverse needs and preferences of the workforce.

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  • Data-Driven Insights: T-Mobile leveraged both engagement survey data and badge data to assess the impact of in-office work on employee satisfaction and productivity. This thorough analysis guided their decision-making process, ensuring alignment with employee needs and preferences.
  • Personalized Approach: Through the development of personas, T-Mobile crafted tailored strategies to meet the unique needs of their diverse workforce. By understanding employee preferences, they fostered a smoother transition back to the office, promoting a supportive and inclusive environment.
  • Strategic Influence: HR at T-Mobile effectively influenced leadership decisions by presenting compelling data on the benefits of a hybrid work model. Their advocacy for a more flexible return-to-office policy showcased the importance of aligning organizational goals with employee well-being.
  • Collaborative Change Management: Collaboration with change management ensured the seamless implementation of initiatives, including communication strategies, resource development, and program launches. This teamwork facilitated a cohesive approach to managing the transition back to the office.
  • Incentivizing Return: Implementing incentive programs such as free lunches and transportation services motivated employees to return to the office. These initiatives, coupled with strategic planning and empathetic communication, contributed to a significant increase in in-office attendance.

Mentimeter Poll Recap

View the full results of the meeting polls and add your own anonymous responses!

What strategies have you employed to secure a seat at the table in decision-making processes?


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Click here to participate in live poll through 04/30/2024

When considering partnerships for change initiatives, what specific roles or stakeholders have you prioritized building relationships with?

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Click here to participate in live poll through 04/30/2024


View resources mentioned during the call. PPT slides can be found on the event page.

This meeting is exclusively for members of the Employee Experience Exchange. If you'd like to participate, please contact us to see if you qualify. If you are an i4cp member, please log in to access the registration/meeting details.
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This event is approved for certification credits.