First Wayne got his feelings hurt with the honest feedback from EJS, so he got rid of it. Employees started to use PULSE, that led to a 39% employee satisfaction, so now that’s being changed to quarterly. Now word is that The Post is being discontinued in April. Congratulations Wayne, you’ve silenced your employees.
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So why hasn't a walk out been staged yet
Doesn’t it make you wonder what changes are coming that they need to silence employee sentiment? You do not matter at USAA (employee or customer). The culture is now about meeting metrics or here’s the door. I believe things will only get worse as the recession takes hold, and USAA will feel emboldened to bend employees even more. You never hear about things getting better for the frontline.
The executive spin around this decision is really sickening. It is being touted (from what I have heard) as a win for USAA employees. The reality is they are stifling employees from providing feedback (and they wonder why folks come to platforms like this to complain). I also hear they are completely severing the Pulse Champion role (so no more providing anonymous feedback). It does not take a rocket scientist to connect the dots here. Record low employee sentiment, low CEO approval, disgruntled members… Its time our leaders step-up and make the right (but tough) decisions (Address the root cause of the problems!). Instead they continue to sweep everything under the rug and pretend things are improving. This really feels like a huge misstep for USAA employee culture.
The gradual dichotomies is employee freedman is consistent with the larger strategy of leveraging automation trends to keep seats filled out of great rather than happiness. Headcount will shrink gradually but steadily as efficiency climbs. Middle office work across financial services - and most other big corporate sectors - will feel a continuous squeeze. Jobs won't disappear wholesale overnight, but will be gradually thinned out. Management too. High employee satisfaction will be (already is) viewed as a frivolous luxury by the management consultants, probably indicative that you are overpaying your people.