In today’s competitive corporate landscape, listening to employees has become a strategic imperative, not just a tick-box exercise. To better respond to employee needs, TELUS Digital Philippines has embedded a culture of continuous listening, transforming employee feedback into timely improvements in benefits, financial wellness programs, skills training, and more.
The company has institutionalized an extensive, year-round feedback system that captures employee insights from multiple channels. These include comprehensive employee feedback surveys, regular coaching, skip level sessions, focus group discussions with senior leaders, an open-door policy, 1-on-1 interactions between leaders and frontliners, and even virtual feedback touchpoints such as QR codes to submit ideas and suggestions. This robust approach ensures that TELUS Digital Philippines stays responsive and agile in addressing its workforce’s priorities.
“Some companies might consider a once-a-year employee survey sufficient, but that isn’t often enough to keep up with the evolving needs of employees,” said Anne Muñoz, Country Vice President of TELUS Digital Philippines. “Listening is not just a single checkbox for us; it’s in the DNA of how we operate. We consistently seek feedback, act on it, and communicate the enhancements to create a healthy cycle that fosters trust and strengthens our workplace culture.”
Transforming feedback into actions
Some of the most valued benefits, innovative policies, and well-loved best practices at TELUS Digital Philippines have been shaped directly by its employees’ feedback. This includes aspects of its learning and development programs, its retirement savings, and employer-matching program. Over the years, input from employees has inspired not only new programs but also enhancements to TELUS Digital’s facilities, policies, and events that make day-to-day experiences better.
Most recently, feedback has driven meaningful improvements in health coverage, financial wellness, and workplace support. Responding to employee feedback on family health coverage, TELUS Digital Philippines upgraded its HMO plans for associates, officers, and team leaders to be available from the first day of employment, and to fully cover their first dependent at no extra cost.
Similarly, the company’s Savings Allowance for Financial Empowerment (SAFE) program, which helps employees build savings and access low-interest loans, was enhanced by additional options and repayment terms. These new options have made it more accessible and manageable for employees facing unexpected expenses.
Preparing team members for the future with continuous feedback
TELUS Digital Philippines uses continuous feedback not just to improve its workplace today, but to prepare its employees for the future. Insights from surveys and conversations shape hands-on AI training and leadership programs that help its employees thrive in a fast-changing digital world. Through its proprietary AI platform, Fuel iX™, employees can build customized AI copilots to help them work more effectively and efficiently.
Leadership development is also a priority. Programs on coaching and frameworks such as the TELUS Digital Competency Framework help managers mentor effectively and personalize growth paths, using continuous feedback as a guide and a way to foster diversity of thought. Leaders are also leveraging AI-driven copilot technology to analyze feedback at scale, design SMART action plans, and provide more personalized coaching to build stronger teams.
“Managers play a key role to ensure each employee’s voice is heard, translated into action, and communicated,” Muñoz said. “Their role is critical in sustaining a culture where continuous improvement is the norm.”
With enhanced benefits, future-ready training, and a culture of continuous improvement, TELUS Digital Philippines is setting a new standard for what it means to be a people-first organization. By turning employee insights into action, the company creates a workplace where every employee feels empowered to shape a more innovative and inclusive future.
