CX-Focused Strategies for Hybrid Work Success

In response to the challenges posed by the COVID-19 pandemic, Mutual of Omaha sought to redefine their workplace experience for over 5,000 employees. The goal was to create a hybrid work model that balanced remote and in-office work while ensuring that employee engagement and productivity remained high. This involved a deep focus on customer experience, particularly through the development of personas and journey maps, to guide the transition.

The pandemic created a need for Mutual of Omaha to rethink how and where work would be done. The organization needed to understand the diverse needs of its workforce, ranging from fully remote to hybrid work models, and select the right platforms and features to support these new working conditions. A key challenge was to ensure that the hybrid model would not only be functional but also enhance the overall employee experience.

Approach

Our consulting team provided strategic guidance and executed a comprehensive digital assessment to support Mutual of Omaha’s transition to a hybrid work model. The key actions included:

• Persona Development: Conducted extensive research and interviews to create detailed employee personas that reflected the various roles, work styles, and preferences within the organization. These personas helped in understanding the unique needs of different employee segments.
• Journey Mapping: Mapped out the employee journey from both a meta and individual level, identifying key touchpoints and pain points across different phases of the workday. This process highlighted opportunities to improve the digital and in-person experience.
• Platform Selection: Assisted in the evaluation and selection of multiple digital platforms, focusing on features that would best support the hybrid work model, such as remote collaboration tools, communication platforms, and in-office scheduling systems.
• Feature Prioritization: Worked closely with stakeholders to prioritize platform features that would enhance employee engagement, streamline workflows, and maintain productivity across both remote and in-office environments.

The Result

• Enhanced Employee Experience: Successfully developed a strategy that aligned digital tools with employee needs, resulting in a smoother transition to the hybrid work model.
• Informed Platform Selection: Provided Mutual of Omaha with clear recommendations on platform features that would support both the technical and cultural aspects of their back-to-work strategy.
• Improved Engagement and Productivity: The use of personas and journey maps allowed Mutual of Omaha to design a work model that better catered to employee preferences, leading to higher satisfaction and sustained productivity.
• Strategic Roadmap: Delivered a comprehensive roadmap that guided the implementation of the hybrid work model, ensuring that it was scalable and adaptable to future needs.