An innovative approach to employee experience: The story of how Judo Bank changed the way it listens to its people

Laurie Hibbs, Garreth Chandler and Ben Griffiths

Australian neo-bank Judo was a disruptor – innovative and data-driven but relying on old-fashioned customer service models – and believed that large-scale, annual or intermittent engagement surveys don’t genuinely guide decisions, nor offer real insights about the ebbs and flows in employee experiences.

Summary of the project and methodology

This is the story of how Judo Bank changed the way it listens to its people, proving that supporting the well-being and happiness of its people makes for happy shareholders, supporting the old adage “happy people make productive people”. It all started with the idea that people can provide weekly feedback using AI, and the result has been transformational.

Judo Bank is an Australian neo-bank focused on small and medium-sized enterprise lending, but also offers a range of personal term deposit products to consumers. It is an organisation known to be a disruptor (“challenger...

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