andrew walpole 12pm - total cx presentation
TRANSCRIPT
YOUR MOST IMPORTANT CUSTOMER IS YOUR
EMPLOYEE
How to change culture through experience design
Andrew Walpole
Manager of Experience Design
Jack in the Box inc.@walpolea
Your customer knows when you care. And when you don’t.
You care when you believe in something.
Belief is driven by experience.
Who we were in 2009
● Training &
Development
● Order-takers & paper-
pushers
● Doing things the way
they’ve always been
done
● No strategy, no vision
OUR SPARK
What if we cared more about learning?
So much so, that it was a core value
for all employees? What if we were a
learning organization?
-Our CEO, Lenny Comma
A leader’s job is to design the
experience of work
Have a vision, but co-construct the strategy
● It’s okay to be fuzzy
● Let the team provide the
lens to focus it
● The strategy should move
you toward the vision state
● Let your vision evolve
It’s ok if your vision is fuzzy
Some sort of physical learning hub
Let the team provide the lens to focus it.
2-day Strategy Planning Meeting
The strategy should move you toward the vision state
Understanding our strengths and weaknesses
The strategy should move you toward the vision state
Dealing with ambiguity
Let your vision evolve
Not a place! A brand!
Set clear expectations for everyone
● Promote change and
movement toward your
vision
● Hold people accountable
● Role-model your
expectations
● Let strategy define a new
way to work.
Promote change and movement toward your vision
Talked about the vision every day
Hold people accountable
What are you doing? Not, Why did you do that?
Role-model your expectations
Let strategy define a new way to work.
We leaned on our strategy
Inspire a movement
● Start doing something
● Be public about it
● Commit to your strategy,
own it, don’t let culture
steer you off course
STARTDOING
SOMETHING
Be public about it
Commit to your strategy, own it, don’t let culture steer you off course
Order-Takers to Consultants
Empower employees to own their expertise
● Give them purpose beyond
the needs of the business
● Let them write it into their
job description
● Align what people want to
do with what needs to be
done
Give them purpose beyond the needs of the business
Experts in our field
Let them write it into their job description
Wrote my own job description… 3 times
Align what people want to do with what needs to be done
What do you like about what you do? Dislike? Passion?
Who we are today
● Whole new department structure: JU
and XD
● Organization added a CLO
● Our departments grew in a time of
G&A shrinking
● New work environment
● Every role has changed: new
departmental capabilities
● An empowered, motivated, successful
group recognized by company leaders.
● New vision and strategy
Poke the BoxSeth Godin
https://www.youtube.com/watch?v=fW8amMCVAJQ
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