EP 16 - Airis McCottry Gill: How Employee Experience at the VA Impacts the Veterans’ Experience

In this episode of “The CX Tipping Point Podcast,” Martha Dorris speaks with Airis McCottry Gill, who is the Executive Director for Employee Experience and Organizational Management at the Department of Veterans Affairs’ Veterans Experience Office. The VA is leading the way in focusing on employee experience and how it drives service delivery for veterans, their families, caregivers and survivors.Airis shared her efforts to understand VA’s workforce and address two areas identified through their human centered design approach and employee journey map. These are improving the onboarding experience and developing "my career." Through joint efforts with human resources, they are developing tools and approaches to address “developing my career.”This program began as a leadership development assignment and due to its success and support within the VA, has become an initiative supported by an organization. They leveraged the approach used in the veteran experience efforts. Their vision is to provide a world class employee experience that empowers all team members to serve our veterans, their families, caregivers and survivors with pride. Their mission is to ensure an inclusive, responsive, seamless and employee centric experience through which all team members feel valued and supported.   Learn how Airis and the VA are working to accomplish this vision and mission to improve the employee experience and the veteran experience to build trust in the VA.  Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form