HR departments have to change

Just as businesses start focusing on being ‘customer centric’ and developing a ‘customer experience’ that will ensure customers want to repeatedly do business with them, there are many arguing that to be ‘customer centric’, is really to be ‘human centric’ and the same can also be applied to staff.

Some companies, like Airbnb, are redefining the role of the HR department to be broader and replacing the senior most HR role with a ‘Chief Employee Experience Officer’ role.

As Ben Whitter points out in his article “Bye, Bye, Human Resources?” on LinkedIn

Mark Levy’s new role of Chief Employee Experience Officer at Airbnb combines traditional HR functions of recruiting and talent development with marketing, real estate, facilities, social responsibility, and communications.

What is clear is that this move quite visibly positions the employee experience as critical to the business, not HR. This is absolutely right, in my view, and gives practitioners the confidence and belief to know that HR is no longer a support function within the business, because the employee experience, to a large extent, is the business.

…how easy would it be for you to follow Airbnb and co in creating a function dedicated to the employee experience that brings together multiple functions (or silos if they are starting to hinder collective progress), which all play a major organisational role and get them all aligned and driving your business forward?

One Comment on “HR departments have to change

  1. Pingback: Design Your Employee Experience As You Would For Customers | The Customer Experience Officer

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