Applying Customer Experience to Employee Experience at Amazon

Matt Willden

In early 2015 I was asked to begin building a new team in Amazon’s HR Shared Services department focused on measuring and developing the way employees experience our services. I admit that the initial charter was somewhat daunting – to benchmark Amazon’s external customer experience and re-tool it to focus on creating a bar-raising experience for employees, managers, and HR every day. Having joined the company almost 9 years ago precisely because I was such a happy Amazon reta...
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