Putting People First in an Organization’s Culture

Christy Stephenson has been with Mastercard for seven years. In her current role as Director of Engagement and Communications for Mastercard’s shared services group, she leads a customized framework aimed at optimizing the employee experience and, ultimately, the customer experience. In the last year, phrases like quiet quitting, burnout and disengagement have become all too common in discussions around workforce productivity. With this in mind, SSONext sat down with Christy to probe a little deeper into what a people-centric culture looks like in practice. 

What does employee engagement really mean? 

Employee engagement refers to the level of commitment, passion, and involvement that employees have towards their work and their organization. It is the extent to which employees feel motivated, valued, and connected to their job and the overall goals and objectives of the company.

During her time on SSONext, Christy discussed the importance of employee engagement and its impact on the success of shared services in a company. She explains that studies have shown a direct correlation between the quality of employee engagement and an organization's ability to execute its strategies effectively.

Measuring employee engagement can be challenging, and traditional methods like annual employee experience surveys may not provide a complete picture. Christy suggests that employee engagement should be measured through various indicators and factors. Some of the indicators she mentions include:

Volunteerism on special projects: This refers to employees going above and beyond their regular responsibilities to participate in initiatives or projects. The level of engagement in these activities indicates how actively engaged employees are in their work.

Talent rotations: This involves giving employees opportunities to try different roles or assignments within the organization. Regularly offering new experiences and development opportunities shows a commitment to employee growth and can contribute to higher engagement levels.

Referrals: The willingness of employees to recommend their organization to friends and family reflects their satisfaction and engagement at work. It demonstrates how they perceive the experience of working for the company and their level of engagement.

Participation in learning and development initiatives: The extent to which employees engage in training programs and take advantage of learning opportunities provided by the organization can indicate their commitment to personal growth and development.

By tracking these indicators and measuring employee engagement, organizations can gain insights into the health of their culture and the level of engagement among their employees. Engaged employees are more likely to be proactive, motivated, and committed to achieving the company's strategic goals. 

Employee Engagement in 2023

In 2023, employee engagement involves a focus on various initiatives and areas that contribute to a positive and connected work environment. Christy mentioned two categories: the culture network's initiatives and the priorities for the leadership team. Here are some highlights of what employee engagement looks like in 2023:

Culture Network Initiatives:

• Digital Connection Committee: This committee works on enhancing connectivity among employees through digital platforms and tools, fostering collaboration and engagement. 
  Employee
• Engagement Committee: Focuses on creating programs and activities that increase employee engagement and satisfaction within the organization.
• Onboarding Committee: Aims to ensure new employees feel welcome, understand the company's value proposition, and quickly integrate into the community.
• Learning and Development Committee: Facilitates learning opportunities for employees, including self-study and leader-led programs to develop their skills and career aspirations.
• Force for Good Committee: Engages in community service and volunteering activities to make a positive impact in their communities.

These initiatives demonstrate a commitment to continuous learning, career development, community involvement, and fostering a strong sense of connection among employees.

Leadership Team Priorities:

• Future of Work: Discussions and planning around flexible work arrangements, adapting to new work trends, and creating an environment that supports employees' evolving needs.
• Formalized Programs: The leadership team invests in structured programs to support employee growth and development, aligning with the changing needs and expectations of the workforce.

The focus on the future of work and formalized programs indicates an emphasis on adapting to a rapidly changing work landscape and providing opportunities for professional advancement. 

Prefer the audio medium? Check out the full episode with Christy on Spotify or Apple Music.