Improving Employee Experiences in the Banking Industry



Female and male colleague looking at an ipad while walking

Mastering compliance and security on the path to improving employee experiences

Providing banking employees with seamless access to the right tools and data can improve the employee and customer experience. But with hybrid work and more strict regulatory requirements for banking institutions, it is increasingly challenging to optimize access and compliance. To discover how these issues can be addressed, we spoke with Ivan Dopplé, general manager of Kyndryl Digital Workplace Services Global Practice.

Q. What is the urgency for banks to address compliance and security to improve employee experiences?

Dopplé: First, the employee experience has a dramatic impact on the customer experience, so it’s important to get this right. When compliance and security are not done effectively, it’s visible, because it’s restrictive, or, worse, it creates an exposure. It adds levels of constraint, which can reduce employee productivity and ultimately frustrate customers. With the right digital workspace and tools, staff can more effectively satisfy customers, which, in turn, affects the bottom line. From a banking point of view, where there are multiple layers of regulatory requirements, we have found that applying a singular blanket approach to security and compliance can hinder employees from being responsive to customers. Instead, we should look at this from the employee perspective and personalize access and policies to make it seamless for them to do their jobs. Compliance and security measures need to be invisible to the employee yet highly effective. It is a data-out approach, but the employees’ needs are factored in to ensure that classification and controls are appropriate.

Q. How does a modern digital workplace then support invisible yet effective security and compliance?

Dopplé: Every single employee should have the appropriate level of access and security that’s right for their role and attributes. This means mapping to a data model, based on personas and individual user behaviors, and providing a personalized experience. It’s invisible to the employees, because we give them access to what they need to do their jobs — nothing more, nothing less. No matter whether they’re a bank teller, trade manager, or financial analyst, the digital workspace is tailored to their attributes.

Q. How have employee personas been adapted to thrive in a hybrid workplace?

Dopplé: By taking the attribute-based approach, we’re able to effectively extend compliance and security capabilities to introduce hybrid work elements. Rather than place someone in a “remote work bucket” when they’re combining remote and in-office work, we apply granular access. For example, based on their location and type of device they’re using, we can segregate which types of information they can access. This is then a win-win; it optimizes the employee experience in a way that’s invisible to them but also ensures effective compliance and security.

Q. How does Kyndryl measure and optimize the banking employee experience?

Dopplé: We leverage digital experience management to personalize employee experiences. We can collect telemetry data from devices and user behavior data and then analyze that for actionable insights. We identify, for example, if an employee is someone likely to have 6o browser tabs open or is using an outdated plug-in to obtain stock prices. Then we look at the user’s persona, as well as the applications and tools they need to get work done and marry these factors to optimize their digital experience. Also, we use experience-level agreements (XLAs), in which we look at key experience performance indicators to ensure long-term improvements that align with a bank’s business objectives and desired outcomes.

Discover how Kyndryl can improve your employee experiences. Get a 30-minute no-cost strategy session with a Kyndryl expert. Visit Kyndryl at