When Singtel caught wind of increasing employee expectations, the company decided to enhance investments into digital platforms to improve collaboration and upskilling efforts within the team. Aside from attracting top talent, the aim was to nurture their existing employees and provide platforms for them to perform their jobs more effectively.
EXperience was launched in 2019 as Singtel’s new internal employee experience program. One aspect of this new strategy was veering away from annual feedback surveys and instead facilitating frequent pulse surveys so that the employee experience is monitored and understood throughout key moments of the employee life cycle. Even feedback from third-party websites such as GlassDoor is integrated into the system to provide comprehensive insights.
This shift ensured that the company was well-placed to navigate the challenges of covid-19 in early 2020. Leaders were prepared to support their teams, even remotely, due to the constant monitoring of their employees’ needs. Being accustomed to a digital employee platform also aided in enabling the workforce to continue innovating new ways of working together. Overall, Singtel saw positive employee experience and greater effectiveness of management teams.
Singtel’s EXperience banks on a commitment to regular communication between employees and management, and the latter’s quick action to address any concerns. For example, during the pandemic, many employees shared that they wanted to know more about both physical and mental wellbeing. The company responded by introducing health and wellness programs.
“Singtel’s EXperience platform will continue to play a critical role as we design and improve our Future of Work initiatives,” said Tan Lee Choo, Vice President of People Operations at Singtel.
He advises HR teams, “Firstly, ensure all feedback is acknowledged to build and foster an inclusive environment. Be transparent and share results with employees, from leaders to frontline workers, to emphasise that their voices are heard. Keep engagements short, simple and appealing to encourage participation and better quality responses. And finally, involve all levels of employees in your transformation to drive meaningful and lasting change.”
COMPANY PROFILE: Singapore Telecommunications Limited
Industry: Telecommunications
Headquarters (Southeast Asia): Singapore
No. of Employees (Southeast Asia): 22,105
PROJECT FACT FILE: EXperience
Timeline: Ongoing (Since 2019)
Vendor Used: Qualtrics Experience Management Operating System
HR target areas:
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- Employee Engagement
- Digital Transformation
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