Employee Experience Matters

E M P L O Y E E E X P E R I E N C E M AT T E R S :
How to Create an Experience that
Attracts and Retains Top Talent

bamboohr.com league.com
Employee Experience Matters
Cassie Whitlock
Director of HR
BambooHR
Rob Galati
Benefits Consultant
League

Integrating Experience
and Benefits

Employee Experience
Has Never Been More Critical

How Did We Get Here?
• Low unemployment rates
• Easier job searching/recruiting capabilities
• Remote working options
• Gig economy/freelance trends
• Rising employee expectations

What You’ll Learn Today
• How to integrate employee experience and employee benefits
• Ways to strengthen your benefits offering
• Effective techniques for providing employee benefits
• How to encourage employee adoption of new benefits initiatives
• Strategies to expand the impact of your benefits

Old Employee
Experience Concepts
• Employee Engagement
• Corporate Culture
• Satisfaction Surveys

Employee experience
is now:
• Workplace practices
• HR practices
• Management practices

• Platforms and programs must work for
employees, not just HR
• Remove confusing/frustrating processes
• Take a consumer-centric approach
• You must match consumer experiences
(Ex. Netflix, Uber, Amazon Prime)
Focus on Integrating
Employee Experience
with Benefits

• Payroll and PTO: make sure people get their pay approved
• Compliance: make sure the organization avoids legal fees
• Health Benefits: keep employees healthy so they stay
productive
Baseline HR:
Financial Focus

Benefit:
a payment or gift, as one made
to help someone or given by an
employer, an insurance
company, or a public agency.

• Cosmetic “culture” initiatives: Xbox rooms, nap pods, etc.
• Internal Employer PR: presenting values to your employees
• Satisfaction: focusing on “happy” employees or a “fun”
workplace
Extra HR: Token Efforts

For Someone’s Benefit (Idiom):
So as to produce a desired effect
in another’s mind, e.g.,
“I hope you like our new values.
We paid our PR firm $10,000 to
make them for us.”

• Covers the essentials of Baseline HR
• Addresses the hidden financial impact
of Extra HR issues
• Strategic HR helps the organization
continue to develop and grow
Strategic HR

Benefit:
Something that is
advantageous or
good; an advantage

46% of employees said health
benefits were a deciding factor in
choosing their current job.
AHIP Survey, 2018

Table Stakes Objectives
for Employee Benefits
• Flexible enough to meet most needs and relieve stress
• Strategic benefit options designed to improve the
employee experience
• Clear communication of experience philosophy and
benefits offered
• Incorporated into daily lives in meaningful ways

Meeting Baseline Objectives:
Steps to Success
1. Cross reference benefits survey with utilization report
2. Clearly connect benefits offered with organizational goals
and mission statement
3. Develop and execute a year-long internal communications plan
4. Flagship opportunities for employee benefit utilization

What Employees Expect:
Medical Benefits
• Financial security from catastrophic illness or accidents
• Improved quality of life with preventive medicine
• Conformity to the tradition of employer-sponsored
insurance

What Employers Expect:
Medical Benefits
• Compliance with the ACA and other government regulations
• Long-term affordability to meet the budget
• Increased productivity and reduced employee absence

Benefits Scorecard – Employee Experience
Scale: 1-6 with 6 being superb Provider A Provider B Provider C Provider D
Customer Service 3 4 6 4
Web Tools 3 5 5 4
Telemedicine 2 2 5 3
Wellness 3 5 4 3
Network Size 6 4 3 3
Specialist Access/Price Point 2 3 4 6
Subtotal (Employee Experience) 19 23 27 23

Benefits Scorecard – Employer Experience
Scale: 1-6 with 6 being superb Provider A Provider B Provider C Provider D
Ease of Administration/Web Tools 1 4 5 4
National Capabilities 3 2 4 4
Funding Options 2 3 5 3
Bundling (Wide Product Selection) 3 4 5 3
Multiple Networks 4 4 5 3
Subtotal (Employer Experience) 13 16 24 17
TOTAL: Employee + Employer 32 24 51 47

Finding the Middle Ground
Salary Medical Savings
LEAD ✓
MATCH
Median Income:
$44,564
Average Premium/Deductible:
$9,996/$7.983
(Up to 40% of Median Income)
Average Company
401(k)/RSP Match:
4.7% of Salary
LAG X X

Encourage Benefit
Initiative Adoption
• Positive customer care interactions
• Consolidation of employee services
• Innovative health and wellness services
• Consumer-centric tech

84% of workers prefer to interact
digitally with their health benefits.
Gallup (Rand Corporation)

Encouraging Adoption:
Steps to Success
• Choose a benefits partner with a mobile-first platform
• Test and reference customer care experiences
• Use tech to consolidate your employee services and
total rewards
• Include virtual care services in your plan design

Providing vs. Promoting

Setting Up a Benefits
Drip Campaign
• Drip Campaign: sending information repeatedly over
longer periods of time to encourage adoption
• Drip campaigns take action instead of waiting for reaction
• Plan your drip campaign months for the entire year
• Map out email campaigns and onsite activities

Going Beyond
Benefits Selection
• Optional after-hours classes that match your values
(e.g. financial literacy, parenting, marketing book club)
• Company challenges give bookend drips, both when you
announce the challenge and when you announce the results
• Give new employees the full open enrollment experience (e.g.
monthly presentation from 401k/RSP provider)

Expanding Your
Benefits’ Impact

Expanding benefits
impact
• Matching employee enthusiasm for personal health
• Offering rewards with a health and wellness focus
• Workplace offerings that appeal to your desired employee
• Merge benefits and wellness to increase value of spend

Expanding Impact:
Steps to Success
1. Make employee wellness a focal point of
your “employer brand” materials
2. Provide healthy reward programs like
Lifestyle Spending Accounts (LSAs)
3. Customize benefit offerings based on
desired retention goals
4. Co-design a wellness program with your
benefits partner

How to Use Benefits to Create a Culture of Health and Well-Being

Benefits that
Demonstrate Your Values
• Mission: This is your organization’s purpose
• Vision: That you want to accomplish
• Goals: Concrete tasks to turn mission into reality
• Values: Larger patterns in your goals
• Culture: How values and goals play out in real time

Championing the
Employee Experience

Only 22% of executives
believe their companies are
excellent at building a
differentiated employee
experience.
Deloitte Global Human Capital Trends, 2017

Championing the
Employee Experience
• Lead employee experience: Be an agent for change
• Use employee benefits as your secret weapon
• Integrate wellness directly into employee experience
• Report on retention and acquisition metrics to c-suite

League: An end-to-end Digital Health Benefits Platform
Members
Health Marketplace
Virtual Care
Health Advice
Digital Wallet
Employers
Advisory
Plan Design
Insights
Enrolment
Administrators
Customer Care
Reporting
HR Integration
Consolidated Billing

BambooHR
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We will contact everyone within the next few days to set this up.
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Questions?

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Thank you!

Employee Experience Matters

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