Western Union and Consumerizing the Employee Experience Advantage
Employee Experience Success Story

Western Union and Consumerizing the Employee Experience Advantage

Western Union and Consumerizing the Employee Experience Advantage


As FinServ leaders look to optimize their bottom-line, they often turn to their biggest cost center and area of competitive differentiation – their talent investment. Like most FinServ companies, a significant part of Western Union’s outlays reside in talent investments, which rank second only to agent commissions.

Western Union focuses on finding ways to retain the best talent, help teams globally connect with their culture, and cultivate accountability in all HR interactions. They wanted to “consumerize” HR Service Delivery (HRSD) and provide employees with the level of efficiency, availability, and transparency, and a personal touch that consumers experience from businesses.


Improved employee satisfaction led to a 30% reduction in cases

and cost savings of $670k in 3 years, thanks to an employee self-service experience, mirroring the consumer experience.


Dramatic reduction in case resolution times

HRSD wait times dropped fromd ays (or even weeks) to just a handful of hours, thanks to the transformative power of workflows and a follow-the-sun queue tasking model.


Significant increase in HR productivity and cost savings of up to $1.6M in 3 years

The volume of HR service requests, generated by ~11000 Western Union employees worldwide, drastically reduced self-service and automation.


Data-driven dashboards improved transparency and accountability

by helping managers identify and resolve process bottlenecks. The team can proactively identify and resolve emerging issues that may affect its global workforce and be responsive when needed.

Financial Services
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