Jeannie Walters, a customer experience expert, highlights the importance of HR leaders adopting a customer-centric approach to their roles. Walters suggests that HR professionals should think of themselves as ‘internal customer experience’ experts, focusing on employee experiences with the same intensity as customer experiences. She believes that this shift in mindset can lead to more engaged and productive teams, thus benefiting the company as a whole.
Walters also emphasises the critical role of HR in shaping company culture, stating that HR leaders should be culture creators and not just culture managers. She argues that HR should be proactive in creating a culture that supports the company’s mission and values, rather than merely managing the existing culture.
Furthermore, Walters advises HR leaders to utilise data to make informed decisions. By leveraging data, HR can identify trends, predict future needs, and make strategic decisions that benefit the organisation. She also points out that HR should be willing to experiment and innovate to find solutions to challenges.
Finally, Walters advocates for HR leaders to be empathetic and compassionate, understanding that employees are humans first. She encourages HR to listen to their employees, understand their needs, and support them, thereby creating a more positive work environment.
Go to source article: https://www.betterworks.com/magazine/jeannie-walters-hr-leaders-think-about-your-role/