Creating efficiency through employee experience
Client
American Express, Japan
Agency
ustwo
Project type
Employee experience, organisational design
Role
Design Strategy Principle
Challenge
American Express Travel & Lifestyle Services – the team responsible for providing concierge services to Amex’s most valued customers – was under enormous operational strain, with an inefficient 16 week classroom-based training process and 22% attrition rate presenting an unsustainable future. Amex needed to uncover the needs and gaps within TLS Japan to create a more efficient operation and reverse the trend.
Approach
A five month Discover & Define approach involving depth research across culture, employee experience, operational and tech capabilities. Outputs informed the design and implementation structure of a radical new training process that would equip new hires with the knowledge, skills and behaviours needed to confidently perform their role, sooner.
Outcome
A completely reimagined L&D process and curriculum design playbook outlining the structure and recommended pilot approach for TLS Japan.
With day-by-day topic sequencing driven by seasonal call types, and cycles of ‘active’ learning through a mix of teaching, practicing and doing, new hires would achieve a ‘Minimum Viable Skills Level’ that would see them tackling live calls by week 2.
Because there's more practice, there are more things you can resolve, so you’re highly motivated right from the beginning.
Operations Manager, TLS Japan
The framework enabled a flexible training duration and a potential reduction of 6-7 weeks – promoting a happier, more empowered workforce and evoking widespread strategic change within TLS Japan.
