Shaping better employee experiences through the moments that matter

Just as you might carefully map out a customer journey, the employee experience deserves the same level of attention. From candidate to colleague, every interaction is a chance to deepen employee engagement and encourage long-term loyalty.

At the heart of a great employee experience is thoughtful, timely communication – the kind that supports the moments that matter throughout a colleague’s career. Key communication touchpoints like onboarding messages, promotion announcements, policy updates and exit communications all shape how employees feel about your organisation.

And the impact is real. Employees who report positive experiences are 16 times more engaged than those who’ve had negative ones. That engagement feeds into everything – motivation, performance, retention and ultimately, business success.

How do you make every moment count?

Whether it’s someone starting a new role, navigating a restructure or returning from parental leave, these moments call for well-considered communication. When employee comms are shaped with empathy, they do more than just share information – they help people feel supported, understood and prepared for what’s next.

At each key employee touchpoint, reflect on the following questions:

• What does someone need to know right now?
• How might they be feeling?
• What would help them feel seen, informed or supported?

It’s also important to think carefully about the format, channel and tone that will be most effective for that milestone. Sometimes it’s a personal email from a manager. Other times a short video, a drop-in Q&A or a simple checklist might land better.

Enhance your employee experience with THRIVE

We use our THRIVE methodology to help organisations build fairer, healthier and more connected workplaces through better communication. Our EXPERIENCE pillar focuses on using communication to actively shape a positive workplace experience – at every stage of the employee journey.

Want to dig a little deeper?

Try our Experience Diagnostic – a quick tool for HR, comms and leadership teams to assess what’s landing, what’s missing and where communication could work harder across the employee journey. It only takes a few minutes and gives you practical, tailored insight you can act on. Take the diagnostic.

Three ways to transform employee experiences through communication

1. Zoom in on the moments that matter

Start by mapping out the employee journey, identifying where the biggest emotional and practical touchpoints are. These could be milestone moments (like joining or leaving) or transitional ones (like changing teams or stepping into leadership). These are your high-impact touchpoints – and getting the communication right here can shape the wider employee experience.

2. Listen first, communicate after

Avoid relying on assumptions about what people need to hear. Ask them. Involve employees in shaping the messages and formats that support key moments. Use feedback to refine your approach, sense-check tone and make sure the messaging feels clear, respectful and helpful.

3. Make your communication consistent

When communication feels inconsistent, so does the employee experience. Give teams what they need to communicate key moments clearly and consistently – with toolkits, messaging frameworks and manager guides that support a joined-up experience.

Every interaction adds up. When we map these communication touchpoints across the full employee lifecycle and communicate intentionally at each point – we create a consistent, engaging employee experience.

How we help shape better employee experiences

Exceptional workplace cultures don’t happen by chance – they’re built through intentional, inclusive and inspiring communication.

We help teams:

• Bring key moments to life with campaigns, content and creative that make the employee experience feel meaningful and engaging
• Strengthen internal communication using the right mix of formats, channels and messaging to support the workforce at every stage
• Equip teams to deliver consistently with toolkits, templates and training that help comms land well across the organisation

There are three ways to work with us:

Activator – Have a story you need to tell? We help simplify complex ideas, shape strong narratives and build campaigns that bring everyone with you. Book a call to discuss your brief.

Pathfinder – Struggling for budget but need direction? Join our community of passionate changemakers and access free guides, tools and events. Sign up to join Work Wonders here.

Co-creator – Already have an in-house team or agency but need fresh thinking? Tap into our advisory services to bring in external perspective and energy. Let’s talk about your challenges, book a call here.