Artificial intelligence continues to shape our work, but when it comes to employee experience, the picture is more complex than productivity stats or the latest chatbot release.
At its best, AI in the workplace is not about replacing people or simply speeding things up. It’s about helping people do their jobs better, with more space to think, more clarity about what matters, and more opportunity to create value.
In a recent conversation with Roxane Heaton, Managing Director of Digital Colleague Experience at Barclays, several important ideas emerged about using AI to genuinely improve employee experience.
Here are five key takeaways.
Focus on Users, Not Just Toolsets
Too many organisations begin with the tech, rolling out tools and hoping people will catch up. But Roxane offers a powerful reminder: start with the user, not the software. She says,
“To me, the user's being at the centre of everything that I've done and the user actually is more important to me than the technology. [...] I see this huge opportunity, but to me, getting into tech was about doing things better. Doing things better for the users that use it and for the impact that we're trying to have in society.”
This mindset shift is foundational. When you approach AI in the workplace through the lens of user needs, rather than systems of licenses, you create space for technology to truly serve people.
Use Automation to Improve Employee Experience
Automation is often celebrated for boosting efficiency. But its true value lies in what it makes possible: it gives people space to think, create, and solve problems, not just complete tasks faster.
As Roxane puts it, “To me, making things more efficient is really important, so we'll never get colleagues who want to care about doing more stuff unless they're freed up from doing the stuff that they're doing already. [...] I think increasingly we're moving to a space where people's time isn't just being freed up to walk their dog more, but it being freed up, if we can measure it, by actually putting it back in system.”
If you want to improve employee experience, start by using AI to remove friction, simplify day-to-day, and give teams more space to grow into higher-value work.
Bring AI to Life Through Storytelling
AI can feel abstract or even intimidating. But storytelling makes it real. Roxane emphasises the importance of communicating AI’s impact clearly, accessibly, and honestly.
“Telling stories about AI in more tangible, real ways for people brings it to life. And then when you get on the personal info side of things, leaders not only should be telling more stories about the opportunities balanced with the risk, but also understanding for that user, the personal impact of that data.”
In other words, don’t just tell employees that AI will help them. Show them how, using real stories and relatable use cases.
Embed Design Thinking Into Your Approach
Too often, AI initiatives start with a business case and end with a rollout. But if you want real impact, Roxane says, you need to keep the design loop open and always be iterating. She explains,
“Design thinking will never go away. It will always be needed. People think service design, for example, is a once-and-done; actually, that's not service design. Designing for the user will always continue. So being at the cusp of how to think in a more inclusive and equitable way is always going to be valuable.”
This is especially true in large, complex organisations where employees have vastly different needs across regions, functions, and roles.
Taking a design-led approach helps you adapt AI to different realities on the ground and ensures your investment actually lands with the people it’s meant to help.
Invest in Upskilling
For AI in the workplace to truly deliver value, people need the knowledge and confidence to use it effectively. Roxane points to a critical gap: while many organisations acknowledge the need for AI, few invest in the deeper foundations that make it meaningful. She says,
“It's the understanding of what's needed, and I think it's linked to, we are moving so fast in this AI world, what actually is needed? There's some foundations needed. I know you mentioned ethics, but also it's knowing stuff. So, do you know your data lineage? If you own something in organisation, do you understand yourself, the data lineage end-to-end of where the data is flowing?”
Upskilling today goes far beyond learning how to use the latest AI tools. It means developing fluency in core concepts like data governance, ethical risk, and system thinking, so employees at every level can make informed decisions, ask better questions, and contribute to responsible innovation.
When you invest in your people, they’re not just ready to use AI. They’re ready to lead with it. Explore our AI and data skills programmes and start building a workplace where both people and technology thrive.