Matching the Employee Experience to the Customer Experience

”My goal is always to match the internal employee experience to their external experience. They have all the cool apps, social media, they know how to fly. But then they come into the office and we’re on old, archaic systems. So it’s nice to have this space that we can expand it to anyone who wants to learn the skill or develop it and give them these opportunities to grow their career at Northern Trust.”

This episode features an interview with Shaelyn Otikor, Senior Vice President and Head of Global Digital Workplace Strategy at Northern Trust in the Asset Servicing business unit. The Asset Servicing business unit contains 15,000 of the company’s 25,000 employees across 20 countries. Shaelyn has been with Northern Trust for over 28 years. And today, our host Nicole Alvino is talking with Shaelyn about re-engineering digital employee processes for greater efficiency, empowering employees to drive their own career at Northern Trust. and not being afraid to get in the weeds. 

”As a financial services firm, we’re not exactly sexy out there. It’s not something everyone’s really trying to get into in this day and era. So, we definitely want to show employees that we are on the cusp of FinTech – we are both financial and technology – and that there are places at our company, capabilities and tools where they can hone that skill set, and they don’t need to leave to go to a technology company. So when we onboard new employees, we want to introduce them to the freshest, the coolest, the savviest tools we have out there.”

• The challenges and successes of re-engineering digital processes to enhance efficiency and employee empowerment
• About the implementation of the Client Employee Interconnectivity Model, which has significantly reduced case queries by 50% and improved overall client satisfaction
• How Shaelyn creates an irresistible employee experience to drive performance, engagement, and long-term retention

”As we think about digital employee experience, we have to build out various personas based on the regions, the roles, and the groups, and then try to address digital employee experience based on those personas and what the group of individual employees are working on.”