Data-Driven Approach at QBE Insurance Aims to Elevate Employee Experience

QBE Insurance has significantly enhanced its data-driven approach to employee engagement, leveraging more frequent data collection to foster strategic conversations with senior leadership about workforce dynamics and HR decisions. The company’s employee listening program, “Voice,” has evolved over the past three years from a once-a-year engagement to shorter, more frequent surveys, designed to align with specific business needs and key moments in the employee journey.

Kanella Salapatas, QBE’s global head of people data and analytics, explained to Digital Nation how analytics plays a crucial role in providing actionable insights into employee engagement. By collecting and analyzing data more frequently, QBE has been able to identify patterns and trends that inform leadership decisions, ensuring a more responsive and data-driven approach to HR management. This enhanced frequency of data collection allows HR to move beyond reacting to isolated data points and focus on long-term trends that can influence strategic decisions.

The shift from annual surveys to ongoing employee engagement efforts has enabled QBE to better understand employee satisfaction and potential areas of concern. Leaders now have access to immediate insights, but the focus is on ongoing analytics that track satisfaction drivers, helping the company identify recurring issues before they become significant challenges. “After each employee survey, we analyse the data to guide meaningful conversations and translate insights into actionable steps,” Salapatas said. This continual feedback loop also ensures that leaders avoid reacting to outlier responses and instead focus on more meaningful, consistent feedback over time.

Salapatas further emphasized that bringing data into executive conversations has helped HR elevate its role, building credibility and enabling HR to contribute more strategically to the business. By relying on data, QBE is not only able to identify employee concerns but also predict future scenarios, allowing leadership to make more informed decisions that minimize risk and enhance overall business operations.

In addition to its broader employee engagement initiatives, the “Voice” program is instrumental in shaping QBE’s approach to employee experience. Jerome Moulin, QBE’s head of employee experience, highlighted that the program helps the company better understand work-life balance, inclusivity, leadership effectiveness, and employee wellbeing. Insights gathered from the program have led to significant changes, such as the development of hybrid work policies based on employee feedback about the importance of flexible work options.

The program also revealed a strong correlation between engagement and employees’ sense of belonging. Those who reported feeling less connected to the company were significantly more likely to disengage, feel undervalued, and even leave the organization. This data has driven QBE to focus on initiatives that foster a more inclusive and supportive culture, prioritizing employee wellbeing and professional growth.

Moreover, QBE’s use of text analytics within the survey system allows for deeper insights into unstructured feedback, which further enriches the company’s understanding of the employee experience. By analyzing open-ended responses, the company gains more nuanced perspectives on issues that may not be captured in structured questions, giving leaders a fuller picture of the organizational climate.

Ultimately, the “Voice” program is not just about gathering feedback but using that data to drive strategic HR initiatives that enhance employee satisfaction and retention. It guides QBE’s focus on key organizational priorities, such as advancing diversity and inclusion, improving onboarding processes, and reinforcing the company’s core purpose. With continuous feedback, QBE is able to take targeted action to improve its workplace culture, strengthen leadership capabilities, and build a more cohesive organization. This data-driven approach is central to the company’s commitment to fostering an environment that supports both employee and business growth.

Looking ahead, Salapatas is particularly excited about the potential of artificial intelligence to transform QBE’s approach to workforce management. She believes that AI can further enhance efficiencies within the company while always ensuring ethical considerations are front and center. With AI, QBE could refine its analytics, enabling even more precise insights into employee engagement and behavior, ultimately shaping a future where HR decisions are more informed, strategic, and impactful.