Frustration Free

Applying Learnings in Customer Experience to Employee Experience at Amazon

Matt Wilden
Contributor: Matt Willden
Posted: 07/31/2017

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 retail customer, I was energized by the challenge.

Matt Wilden
Contributor: Matt Willden
Posted: 07/31/2017