In a conversation with Business Insider, Monique Herena, Chief Colleague Experience Officer at American Express (Amex), reflects on the lessons learned from the past few years and outlines her vision for navigating the challenges and opportunities of 2024.
Embracing Evolution and Flexibility
Herena emphasizes the importance of embracing evolution and remaining adaptable in the face of change. Recognizing the need to pivot when necessary, she underscores the significance of humility and the willingness to listen and improve continuously.
Prioritizing Flexible Work Policies
Amex’s adoption of flexible work policies, including a 30-day remote work allowance per calendar year, has facilitated recruitment and retention efforts. Herena highlights the value of flexibility in supporting employees’ well-being and enhancing organizational resilience.
Shifting HR Paradigms
Herena’s role as both Chief HR Officer and Culture Officer reflects Amex’s commitment to fostering a collaborative and inclusive workplace culture. Under CEO Stephen Squeri’s leadership, the company aims to prioritize employee development and customer service excellence.
Focus Areas for 2024
Looking ahead, Herena remains dedicated to delivering a consumer-grade experience in colleague growth and development. Leveraging data insights and innovative tools like AI, Amex aims to cultivate exceptional leadership at every level and uphold its reputation as a leader in the industry.
Addressing Challenges
Acknowledging the pervasive impact of stress and anxiety on employees, Herena underscores the importance of maintaining a supportive culture that prioritizes well-being. Despite positive engagement metrics, Amex remains vigilant in addressing the holistic needs of its workforce.
Learnings from 2023
Reflecting on the past year, Herena highlights the importance of recalibrating learning and development initiatives in a post-pandemic context. Amex is redefining its approach to mental and physical health, ensuring that employees thrive both personally and professionally.
Adjusting to Low Attrition
While celebrating high employee engagement and retention rates, Herena acknowledges the challenge of managing talent mobility in the absence of natural attrition. Amex has responded by creating new opportunities for career progression, lateral moves, and on-the-job learning to keep employees engaged and fulfilled.
As Amex navigates the complexities of 2024, Herena’s leadership underscores the company’s commitment to fostering a resilient and empowered workforce poised for success in an ever-changing landscape.
