Banco Bilbao Vizcaya Argentaria, S.A. attracts deposits and offers retail, wholesale, and investment banking services.
Every important business outcome lies downstream from the experience and engagement of the people who make the organization go: the employees. BBVA is profoundly changing the way it does things, is transforming to offer our customers a better experience. But a winning CX is the direct result of the attitudes and behaviors of the employees, because they will deliver a Customer Experience that matches their own experience in the organization. The Employee Experience, from my point of view, is the sum of perceptions employees have about their interactions with the organization. In the end, the EX is everything your employees believe about your organization. So, are we creating clear, reasonable, aligned expectations for our people that contribute to our mutual well-being? How are our employees translating our expectations into individual, personal beliefs and promises? Which employee expectations are reasonable and realistic and which are not? Are our choices, words, and actions fulfilling or violating employee expectations?. In other words, are we creating an operating environment that inspires our people to do great things? On the other hand, engagement is a fundamental human need. It is a power that resides in most people, waiting to be unlocked. People want to be engaged in what they do. If employers build the foundation, employees will do the rest. It grows from the soil of culture, purposeful work, respect, and trust. And it is a choice. Truth to be told: organizational leaders don’t decide if engagement happens; employees do. Difficult, challenging, and even exhausting work can be engaging if you create a framework, thanks to your corporate culture, that understands and meets people’s expectations and rewards their contributions.
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