Next Level on Your Company's EX Programs: The Role of Individual Employees and Teams in Building a Sustainable Model

Fabian Mascaretti, Vice President of Employee Experience at Avianca Group

How can companies ensure that their EX programs succeed?

The effective and sustainable implementation of the employee experience (EX) requires the participation of a central player in the employee journey, precisely the employee and, in its extended version, the teams across all the organizations.

The programs and efforts that companies may implement will not be effective nor sustainable unless they can get the employee's commitment to EX and have them become both promotors and ambassadors of the EX.

This adoption of the EX by the employees requires that organizations put in place programs that promote a supportive, engaging environment where employees feel valued and empowered, and that such model and programs are explained to employees from the onboarding process. Moreover, employees need to understand that they are central players in building a sustainable and successful EX model in the organizations where they work.

Why is it important to involve employees and teams in the EX programs?

Companies often invest in formal EX programs, aiming to create a culture of support, growth, and satisfaction. These programs might include comprehensive onboarding processes, mentorship opportunities, training and development initiatives, and mechanisms for ongoing feedback. While these structural elements are essential, the day-to-day interactions and behaviors of individual employees and teams can significantly impact the success of these programs.

At its core, EX is influenced by how individual employees approach their relationships and their work within the company. An employee who takes personal responsibility for their performance, engages with their tasks, and actively look for growth opportunities will act as role models to other employees. This, in turn, reinforces the effectiveness of any EX initiative by embodying its goals and values.

Also, an individual’s willingness to collaborate and communicate effectively with other team members is vital to a successful EX program. Open communication fosters a culture of transparency and trust, enabling employees to feel comfortable voicing their concerns, sharing feedback, and seeking help when needed. This engagement ensures that the benefits of EX programs are felt throughout the organization.

The dynamics within teams will also influence the overall employee experience, as that is precisely the environment where the individual employee interacts on a daily basis. A team that values collaboration, respect, and support is actually creating an environment where EX programs can thrive. In such an environment, employees feel comfortable expressing their needs and utilizing available resources, reinforcing the benefits of the EX program.

How can companies make their employees and teams ambassadors of the EX programs?

Companies have the opportunity to make their employees ambassadors of the EX concept and programs during various stages of the employee journey, the first of which is during onboarding. A company's onboarding process is a critical time for setting the tone for the EX concept and sharing with the employees why and how the organization has adopted the EX model and promotes it through different programs.

"An employee who takes personal responsibility for their performance, engages with their tasks, and actively is looking for growth opportunities will act as a role model to other employees."

For existing employees, there are several opportunities and ways to make them become advocates of the EX that the company is implementing, which range from involving them in its development and implementation to creating cross-functional teams to work on EX initiatives and allowing employees to contribute ideas and suggestions.

Needless to say, transparency is key to building trust in an EX program. Being open about the program's goals, progress, and areas for improvement can create a sense of trust and buy-in among employees. When employees feel informed and see how the program contributes to their well-being, they're more likely to become ambassadors of the EX model, thus creating a virtuous circle.

Finally, recognizing and rewarding employees who embody and advocate for the EX program can reinforce positive behaviors in other employees and teams. As it has been demonstrated over the years, celebrating employees' achievements in the promotion and adoption of EX will foster a culture of appreciation, making employees and teams feel valued and more inclined to advocate for the program.

In conclusion, the success of any EX program depends not only on formal initiatives and programs that the organization proposes to its team members but also on the day-to-day contributions of individual employees and teams. By taking personal responsibility, collaborating effectively, and serving as advocates, employees reinforce the goals of EX programs while teams contribute through positive dynamics and support.