Matching the Employee Experience to the Customer Experience with Shaelyn Otikor, SVP & Head of Global Digital Workplace Strategy at Northern Trust Asset Servicing

This episode features an interview with Shaelyn Otikor, Senior Vice President and Head of Global Digital Workplace Strategy at Northern Trust in the Asset Servicing business unit. The Asset Servicing business unit contains 15,000 of the company's 25,000 employees across 20 countries. Shaelyn has been with Northern Trust for over 28 years. And today, our host Nicole Alvino is talking with Shaelyn about re-engineering digital employee processes for greater efficiency, empowering employees to drive their own career at Northern Trust. and not being afraid to get in the weeds.

Quotes

*”As we think about digital employee experience, we have to build out various personas based on the regions, the roles, and the groups, and then try to address digital employee experience based on those personas and what the group of individual employees are working on.”

*”As a financial services firm, we're not exactly sexy out there. It's not something everyone's really trying to get into in this day and era. So, we definitely want to show employees that we are on the cusp of FinTech - we are both financial and technology - and that there are places at our company, capabilities and tools where they can hone that skill set, and they don't need to leave to go to a technology company. So when we onboard new employees, we want to introduce them to the freshest, the coolest, the savviest tools we have out there.”

*”My goal is always to match the internal employee experience to their external experience. They have all the cool apps, social media, they know how to fly. But then they come into the office and we're still kind of highly regulated. We're on old archaic systems, legacy and infrastructure, and it can be a bit frustrating to new employees. So it's nice to have this space that we can expand it to anyone interested, anyone who wants to learn the skill or develop it and give them these opportunities to grow their career at Northern Trust.”

Time Stamps

[1:02] Meet Shaelyn Otikor, Senior Vice President and Head of Global Digital Workplace Strategy at Northern Trust in the Asset Servicing business unit

[2:59] The Power of Personalized Digital Employee Experiences

[9:18] Leveraging Data for Enhanced Client and Employee Interactions

[13:53] The Impact of Digital Transformation on Employee Onboarding and Engagement

[18:33] Shaelyn's Personal Journey and Leadership Philosophy

[27:37] Finding Clarity and Inspiration: Shaelyn’s Personal Space

[29:36] Shaelyn’s Life Mantras

Links

Connect with Shaelyn on LinkedIn

Learn more about Northern Trust

Thanks to our friends

This episode is brought to you by Firstup, the world’s first intelligent communication platform. More than 40 percent of Fortune 100 companies use our platform to connect with their people, design and deliver personalized communications, and gain engagement insights throughout the employee journey. That’s how they give their employees better experiences from hire to retire. Learn more at firstup.io