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Lesli Seow, People Director, shares how Watsons Singapore achieves consistency and beauty in the employee experience through authenticity, continuous improvement, and genuine care.
In a rapidly changing world, it is important to maintain a people-centric, human approach to employee experience (EX). At Watsons Singapore, the team does this through continuous feedback, personalised support, and adaptive policies.
To top it off, it believes that exceptional employee experience is a collective responsibility, shared by all stakeholders. With this, the team has won the silver award for Best HR Communication Strategy at the Employee Experience Awards 2024 in Singapore.
In lieu of the win, Lesli Seow, People Director, Watsons Singapore, shares how the organisation achieves consistency and beauty in EX through authenticity, continuous improvement, and genuine care.
Q How would you describe the pillars of your employee experience strategy, and what are the principles you have taken into account to develop this?
Our employee experience strategy at Watsons Singapore is built on four key pillars: communication, inclusivity, growth, and wellbeing:
- Effective communication ensures transparency and trust, fostering an open dialogue between employees and leadership.
- Inclusivity creates a diverse and supportive workplace where everyone feels valued and respected.
- Growth is encouraged through continuous learning and development opportunities, allowing employees to advance their careers.
- Wellbeing is prioritised by promoting work-life balance and providing resources for mental and physical health.
These pillars are guided by principles of empathy, respect, and innovation, ensuring our strategies align with the needs and aspirations of our workforce. This holistic approach not only enhances employee satisfaction but also drives organisational success.
Q In a world propelled by rapid change, what measures do you have in place to maintain a people-centric, human approach to your EX as it evolves?
In a rapidly changing world, we maintain a people-centric, human approach to our employee experience (EX) through continuous feedback, personalised support, and adaptive policies. Regular pulse surveys and open forums enable us to listen to our employees' needs and concerns in real-time, ensuring their voices shape our strategies.
Personalised support is provided through tailored career development plans, mentorship programmes, and mental health resources. Our flexible work policies, including staggered working hours, working from home and part time employment, are designed to accommodate diverse lifestyles and evolving circumstances. By prioritising empathy, adaptability, and proactive engagement, we ensure our EX remains responsive and aligned with the well-being and aspirations of our employees.
Q What initiatives do you undertake such that the delivery of employee experience is a collective responsibility of all stakeholders in the organisation?
At Watsons Singapore, we believe that delivering an exceptional employee experience is a collective responsibility shared by all stakeholders. Our initiatives include cross-functional collaboration, leadership involvement, and employee empowerment. Cross-functional teams work together on projects and initiatives, fostering a sense of ownership and shared responsibility. Leadership involvement is crucial, with senior leaders actively participating in and endorsing EX programmes, ensuring alignment with our organisational goals.
We empower employees by encouraging them to take part in decision-making processes, providing platforms for their input, and recognising their contributions. These initiatives create a culture of mutual accountability, where everyone is committed to enhancing the employee experience.
Q Do you have words of wisdom to share with others in the industry on the best ways to keep your employee experience consistent and beautiful?
Consistency and beauty in employee experience are achieved through authenticity, continuous improvement, and genuine care. Always lead with authenticity—ensure that your actions align with your values and promises.
Regularly seek feedback and be open to change, continuously refining your strategies to meet evolving needs. Prioritise genuine care by recognising and addressing individual and collective wellbeing. Foster a culture of respect and inclusivity, making everyone feel valued and heard.
Remember: A beautiful employee experience stems from creating a supportive, transparent, and growth-oriented environment where employees can thrive and feel truly connected to the organisation’s mission.
Q Finally, what is the positive impact of employee experience that you’ve seen on the business as well as the workforce?
At Watsons Singapore, a positive employee experience has significantly enhanced both our business performance and workforce satisfaction. We've seen increased employee engagement and productivity, leading to higher customer satisfaction and improved business outcomes. Our commitment to a supportive and inclusive workplace has reduced turnover rates, fostering a stable and experienced workforce.
Employees feel valued and motivated, which translates to innovative ideas and better teamwork. Overall, a positive employee experience has strengthened our organisational culture and contributed to our ongoing success, enhancing our reputation as a desirable employer in the industry.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets' section!
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