Applying Learnings in Customer Experience to Employee Experience at Amazon

In early 2015 Matt Wilden 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. In this article, Matt shares highlights and lessons learned from Amazon's HR SSO journey.

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