Employee Experience

An organization cannot provide world-class customer experience (CX) without creating a world-class employee experience (EX), as improved EX positively impacts employee engagement and translates to increased customer satisfaction and better CX.

Recognizing the intersection between CX and EX, VA established an EX capability within the Veterans Experience Office (VEO) to complement its already-proven CX capability.

Shortly after integrating EX into its portfolio, VA developed the VA EX Journey Map (PDF, 2 pages). Capturing over 11,000 insights from a diverse set of VA employees across the country, this journey map details key moments that matter throughout the employee lifecycle, as well as five employment phases and 23 stages within these phases.

The captured insights help VA:

  • Think critically about influences contributing to an employee’s positive or negative experience at key moments
  • Explore ways to improve across six core relational attributes to ensure employees feel supported and motivated
  • Attract and retain top talent
  • Identify how to better serve customers

The first-of-its-kind for federal government, this map also connects CX and EX by providing insights on interdependent relationships between the two concepts. At VA, we know that every interaction with customers is an opportunity to deliver excellent CX. We hope the VA EX Journey Map can be an example that other agencies can use to meet EX and CX goals.

employee journey map screenshot