Employee Experience (EX)

T&H CX > CUSTOMER EXPERIENCE AGENCY > EXPERIENCE > Employee Experience (EX)

Design employee experiences that inspire, empower and enable your people — because great customer experiences start inside your organisation

The Foundation for Customer-Centric Culture

Every customer experience is shaped by employees. When teams are empowered, supported and aligned, customers feel it.

Employee experience (EX) focuses on the journeys, processes and culture that enable people to perform at their best. By designing EX with the same rigour as CX, we help organisations create workplaces where employees are engaged, motivated and equipped to deliver outstanding customer outcomes.

Why It Matters

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Without a strong employee experience, organisations often face:

Low engagement and morale leading to inconsistent customer service
Silos and poor communication across teams
Processes and systems that frustrate employees instead of enabling them
High turnover and difficulty attracting top talent
Customer promises that staff don’t feel equipped to deliver

Employee experience isn’t just an HR initiative — it’s a CX strategy.

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A trusted partner to Australia’s leading customer-obsessed brands

What We Deliver

EX Audits

Review current employee journeys, culture, systems and touchpoints to identify pain points.

Experience Design

Map and design employee experiences across onboarding, learning, performance and recognition.

EX & CX Alignment

Ensure employee and customer journeys are connected, so teams are empowered to deliver on brand promises.

Engagement Frameworks

Develop structures for measurement, feedback and continuous improvement in EX.

Our Approach

1. Discover

Gather insight through employee research, engagement data and workshops.

2. Design

Map and improve employee journeys, processes and culture.

3. Deliver

Build frameworks and initiatives that embed EX improvements and link them directly to CX.

Our Difference

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Employee experience work often sits in HR and fails to connect to customers. Our approach bridges that gap.

We design EX as part of CX transformation, ensuring employees are not only more engaged, but more empowered to deliver what customers value. With senior experience in both HR and CX contexts, we create programs that are human, practical and measurable.

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The Value You’ll Gain

A clear picture of employee needs and pain points across the journey
Improved engagement and morale, leading to better customer service
Aligned employee and customer journeys for consistent delivery
A culture where employees feel equipped and empowered to deliver on promises
Reduced turnover and a stronger ability to attract and retain talent

Types of Engagements

EX Audits

One-off assessments of employee journeys, engagement and systems.

Defined Scope Projects

Employee journey mapping, culture design or engagement framework delivery.

Embedded

Ongoing support to align EX with CX transformation, including measurement and iteration.

When to Choose This Service

Engagement scores are low or declining
Employees feel disconnected from the brand promise
Turnover is high or recruitment is challenging
CX initiatives aren’t landing because staff lack support
You want to link culture and employee outcomes directly to customer outcomes

Optimising Velocity’s approach to partnerships through qualitative research

Through research, Velocity Frequent Flyer wanted to unlock insights to help them gain a deeper understanding of the 'voice of the partner' in order to optmise their partnerships

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CX audit & customer engagement strategy

Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.

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