Employee Experience (EX) Blog Series: Align Internal Functions Across Teams (Part Four)

Customer Experience


September 15, 2016

In the human era, people seek purpose and long for authentic and meaningful connection. When people find purpose and connection, especially with the work they do and the organization they choose to work with, potentiality multiples and lasting engagement results.

In our recent POV, Employee Experience Redefined, we dissect the power of exceptional EX as a new, critical point of differentiation for organizations to grow and thrive. Our Employee Experience True North Blog Series will each of our five principles of EX differentiation.

In this entry, we highlight the principle of Align Internal Functions Across Teams.



Align Internal Functions Across Teams

A differentiated employee experience is holistic, human-centered, and multi-faceted. It encompasses countless internal interactions that affect employees’ employment experiences. It spans all departments and functions of an organization i.e. well beyond the experience delivered by the HR function.  Employees’ experiences with internal tools and technology, workspaces and facilities, internal communications and content and events for example are all influential. Interactions with the external environment including customers, brands, competitors, suppliers, vendors, communities and social media also shape the employee experience.

Organizations that provide a differentiated employee experience intentionally design, interconnect and orchestrate all interactions across the organizational EX ecosystem. They identify and eliminate internal functional ‘silos’ and build organizational bridges that contribute seamlessly to a unique and memorable experience.

Here are three organizations who exemplify the principle of Align Internal Functions Across Teams:


Airbnb employs a Global Head of Employee Experience.  The mission:  creating a world where employees can #belonganywhere by creating memorable workplace experiences which span all aspects of how Airbnb relates to employees, including how they recruit, develop, the work environment they create, the type of volunteer experiences offered, and the food provided. The Employee Experience function combines traditional human resource functions of recruiting and talent development with marketing, real estate, facilities, social responsibility and communications.


Adobe describes themselves as one of the first organizations to have unified customer experience and employee experience. The stated objective of the Customer and Employee Experience function is to help Adobe customers make the most of Adobe products and help Adobe employees make the most of their careers and lives. Collectively, the team focuses on enhancing the customer experience to grow the business and enhancing employee experiences to propel Adobe employees forward.


At HBS, Employee Experience and Volunteering is an established function:  to influence, guide, and advise on the employee voice and experience at the heart of the development of products, processes and services throughout the employee lifecycle.

Want to learn more? Come back next week for our final blog of the series to understand more about the fifth principle of differentiated EX:  “Put Employees First.”