Andrew walpole 12pm - total cx presentation

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

Leadership Lessons from Dancing Guy

Thank [email protected]

m

twitter: @walpolea