Creating an Engagement Eco-System: transforming engagement measurement

and empowering people with data. KIRSTEN DALE

SENIOR MANAGER: CULTURE, ENGAGEMENT AND PERFORMANCE

ANZ

2

HOUSEKEEPING

©2015 QUALTRICS LLC.

The recording for today’s presentation will be available on-demand at talentweek.com, along with other content and webinars from Talentweek.

Join the conversation on twitter by tweeting @qualtrics using #Talentweek and #HumanCapital.

It’s not too late to register! Make sure your team and network register for Talentweek.

KIRSTEN DALESENIOR MANAGER: CULTURE, ENGAGEMENT AND PERFORMANCE

As Senior Manager for Culture, Engagement and Performance globally, Kirsten leads a team of professionals responsible for defining, embedding and enabling culture across the bank, together with leading the employee engagement strategy and performance management. ANZ has operations across 34 markets globally employees about 46,000 people. Kirsten brings close to 20 years of experience across HR Consultancy, Learning and Development, HR and OD roles. With a passion for culture, learning, leadership, career development, coaching, employee experience and wellbeing – the opportunity to work with others on building and sustaining a fantastic work culture is a genuine privilege. 

ANZ: Who we are©

2015 QUALTRICS LLC.

ANZ provides banking and financial products and services to individual and business customers.

We operate in 34 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalisation.

Our business is structured across five divisions – Australia, New Zealand (includes Asia Retail and Pacific), Institutional, Wealth Australia, and Technology, Services and Operations. Head quartered in

Melbourne, ANZ employs approximately 46,000 people globally and has been operating since 1835

Our Engagement Eco-System Vision©

2015 QUALTRICS LLC.

Building an ‘engagement eco-system’ to capture different ways to ‘listen’ to our

employees

Annual ‘My Voice’ Survey

Sentiment Analysis

• Digital & interactive• Flexible & business led• Agile & fast • Empowering leaders• Supporting targeted actions• Integrated data & consolidating

insights

Annual ‘My Voice’ Survey

Business Led Pulse Surveys

Strategic Pulse Surveys

Sentiment Analysis

What problem are we trying to solve?

©2015 QUALTRICS LLC.

• Outdated & lengthy annual survey• Static pdf reports• Long lag time to results• Limited data for managers• Disconnected results to other metrics• Limited ‘holistic view’ of the employee

experience• Lack of action on engagement feedback

Transforming the Annual Engagement Survey

8

Step 1: Improving our Annual Survey©

2015 QUALTRICS LLC.

Survey Component 2015 Survey 2016 Survey Change Main body questions 64 40 38% reductionDemographic questions 7 8 14% increaseTotal survey questions 71 48 32% reduction Key Engagement Categories 1. Engagement

2. Risk Culture3. Diversity & Inclusion4. Performance Excellence5. Behaviour Change

1. Engagement2. Risk Culture3. Diversity & Inclusion4. Leadership5. Strategic Alignment

New questions on meaningful work, discretionary effort, purpose and strategic alignment

Survey Format • Lengthy online and paper-based survey

• Short survey, mobile enabled 13 minutes faster to complete

Timing and access to reports • 6 to 8 weeks between survey close and report

• Cascaded, multi-layered release of results

• Static pdf & excel reports

• 1 week between survey close and Executive report

• Post releasing results to Executive team all Line Managers access dashboards approx. 3 weeks post survey close

• Results via interactive dashboard with demographic filters

Reduced lag to reporting and increased transparency

Line managers can analyse team results using filters

9

How we did it©

2015 QUALTRICS LLC.

• Partnered with Qualtrics on survey design & administration; dashboard design & implementation; results analysis

• 3 mth timeframe (longer in the planning & approvals)

• Dedicated project team (6p) + HR Working Group + Group Communications + CEO & Executive Sponsorship

• Communication & change management plan; training; workshops; resources; toolkits; videos; infographics

10

What we achieved©

2015 QUALTRICS LLC.

• Participation rate 77% in 2015 to 83% in 2016 (43,350 people)

• Approx. 3,700 line managers received a dashboard

• Well received by HR partners, line managers and executive team members

“Only tooksix minutes…

look forward to the feedback”

“Very easy to understand

and complete”

“It was super easy… and even fun”

“Love the platform and the fact that we can dive into the demographics where the population is large enough. A very good tool which encourages insights and actions.”

“The Dashboard was easy to navigate.”

“The new dashboard was very easy to use….. It was quick and intuitive. The word cloud is great!”

11

Dashboard Example©

2015 QUALTRICS LLC.

DUMMY DATA

12

Lessons Learned & Challenges©

2015 QUALTRICS LLC.

• Communicate, communicate, communicate

• Managing complexity of people hierarchies in dashboard

• Minimising changes post design and implementation

• Transitioning historical data from one platform to another

• IE8 dashboard access

Next Steps in our Engagement Eco-System Journey

14

Off to a good start, but just the beginning

©2015 QUALTRICS LLC.

• Advanced analytics – linking engagement data to people metrics

• Survey design refresh• Business led pulse surveys• Sentiment analysis• Supporting engagement actions

“Beware survey fatigue and only measure as frequently as you are prepared to take action”

Thank you!For any follow up questions, contact me at:

kirsten.dale@anz.com orwww.linkedin.com/in/kirsten-dale-a826853a