Syllabus

The Postgraduate certificate in Employee Experience has been designed to meet the needs of professionals specialized in Customer Service. This program is offered completely online, giving students the flexibility to study anytime, anywhere. It lasts six weeks and offers a unique and motivating learning experience that lays the foundation necessary to excel in the Employee Experience field. In addition, the structure of the program is highly adaptable, allowing specialists to adapt the academic resources to their schedules and work responsibilities, thus guaranteeing maximum utilization of the contents.

Be an efficient manager in all fields of business. Apply all the learning from this Postgraduate certificate in your company”

Syllabus

The objective of the Postgraduate certificate in Employee Experience is to improve analytical skills and effective decision making in the field of Consumer Experience through the perspective of the employees who interact with customers and provide the service.

During six weeks, fundamental topics such as corporate culture, customer-centric vision, employee listening systems, alignment of the Customer Journey with the organization's internal processes and the keys to an employee-centric culture will be discussed. The curriculum seeks to train leaders capable of leading high-performance teams in the digital sector, acquiring skills in decision-making and project management from a strategic, technological and innovative perspective.

The program adapts to the academic needs of each student by offering didactic materials in various multimedia and textual formats, which guarantees a personalized and efficient learning experience. Leadership and teamwork are encouraged to develop skills from a strategic and technological perspective.

In summary, the Postgraduate certificate in Employee Experience seeks to update and expand the competencies of professionals in the digital sector with an innovative perspective and solid academic training. Students will be able to develop management skills and acquire practical knowledge to apply in their work environment, giving them an advantage in the competitive Digital Marketing market.

This Postgraduate certificate is developed over 6 week and is divided into 1 module:

Module 1. Employee Experience

Where, When and How is it Taught?

TECH offers the possibility of developing this Postgraduate certificate in Employee Experience completely online. During the 6 weeks of the specialization, the student will be able to access all the contents of this program at any time, which will allow the students to self-manage their study time.

Module 1. Employee Experience

1.1. Employee Experience The Importance of a Solid System

1.1.1. Employee Experience as a lever to drive CX
1.1.2. Developmental Phases
1.1.3. Advantages of a robust EX system
1.1.4. The BANI context. Current trends for an EX system

1.2. Corporate Culture, the basis of the Employee Experience system

1.2.1. Corporate culture
1.2.2. Employee Experience Enabler Roles
1.2.3. Types of organizations, Cultures
1.2.4. Roles and responsibilities of key EX stakeholders

1.3. The role of a Human Resources department with a Customer-Centric Vision

1.3.1. The role of the HR department as an enabler of EX
1.3.2. Strategic elements to boost EX
1.3.3. Internal diagram of a customer-centric culture
1.3.4. Practical Application

1.4. Employee Listening Systems (I): Base ecosystem for EX

1.4.1. The 360° employee listening system
1.4.2. Employee Listening Map
1.4.3. Proactive listening tools
1.4.4. Mechanisms for continuous monitoring of the EX
1.4.5. Practical Application

1.5. Employee Listening Systems (II): Key indicators in EX

1.5.1. Sources of employee data. Application of results
1.5.2. EX monitoring and measurement indicators
1.5.3. “Do and don't” in the establishment of CX indicators linked to employees

1.6. Employee Experience tools (I): Customer and Employee Experience Ecosystem Roadmap

1.6.1. Linking the Customer Journey with the organization's internal processes. Purpose
1.6.2. Building a CX Ecosystem and Employee Ecosystem Map
1.6.3. Practical Application

1.7. Employee Experience Tools (II): Employee Archetype

1.7.1. The Employee Archetype
1.7.2. Building an Employee Archetype
1.7.3. Use of Employee Archetypes
1.7.4. Practical Application

1.8. Employee Experience tools (III): Employee Journey

1.8.1. The Employee Journey
1.8.2. Building an Employee Journey
1.8.3. Use of Employee Journey
1.8.4. Practical Application

1.9. Responsible for establishing, maintaining and building a good Employee Experience

1.9.1. Roles and responsibilities of the EX
1.9.2. Impact of social changes and trends on the Employee Experience
1.9.3. Continuous employee and market listening for competitive advantage
1.9.4. Case Study

1.10. Keys to an employee-centric culture

1.10.1. Importance of an employee experience system
1.10.2. Benefits of an EX system for exponential improvement of CX
1.10.3. Five keys to avoid failure in the implementation of an employee-centric system

An experience that will allow you to build a map of the CX and employee ecosystem, putting it into practice to guide your company towards success”

Teaching Objectives

This university program enables students to understand the importance of the Employee Experience in customer service and provides the tools necessary to create an effective Employee Experience strategy. At the end of the program, students will be able to improve the customer service experience of employees, resulting in exceptional customer service and increased customer satisfaction and loyalty.

You will be able to establish work methodologies that streamline and encourage the creativity and continuous improvement of your employees”

TECH makes the goals of their students their own goals too.
Working together to achieve them.

The Postgraduate certificate in Employee Experience will train the student to:

  1. Establish work methodologies that streamline and encourage creativity and continuous improvement
  2. Define the fundamentals for implementing a CX project
  3. Design an effective, multi-role, decision-oriented customer satisfaction governance model
  4. Identify the best customer experience KPI based on the nature of the company
  5. Using emotional marketing and storytelling to create a memorable shopping experience
  6. Analyze the impact of technology on the shopping experience and how to use it to improve customer interaction in the physical store

Postgraduate Certificate in Employee Experience

In the modern business environment, talent management and employee satisfaction are key factors for the success of an organization. Employee Experience has become a strategic discipline that seeks to optimize the employee experience in the workplace, with the goal of improving employee engagement, productivity and retention. In the Postgraduate Certificate in Employee Experience offered by TECH Global University, we will provide you with the necessary tools and knowledge to design effective employee experience strategies in your organization. You will learn about best practices in talent management, developing a positive organizational culture, improving the work environment and implementing wellness and recognition programs.

The strategic and holistic approach to the Employee Experience is essential for organizations seeking to attract, retain and develop top talent. In our virtual program, you will explore the various dimensions of the Employee Experience, including leadership management, internal communication, workplace equity and diversity, change management and promoting an inclusive work environment. Through our methodology, you will acquire the skills necessary to analyze, design and implement Employee Experience strategies that drive employee engagement and satisfaction.