In 2022, I worked alongside BetterUp to revisit the desired behaviors for managers and all employees and define and measure how these behaviors drive the identified, critical business outcomes.

Collaborative sessions among our Talent Management, DEI, People Insights, Marketing and Customer Success teams helped us to understand our desired workforce attributes, as aligned to our core values, and work backwards from there to define the success metrics that mattered most.

With a focus on personalization/segmentation and defining “moments that matter” in our user journey, we achieved our mission with key outcomes such as coached employees being 32% more likely to be rated highly on their performance reviews and Black and LatinX Twilions being 79% more likely to be promoted than their non-coached peers.