Voice of the Customer

The Voice of the Customer team drives adoption of Workday@Clemson through stakeholder engagement, training and communications. This team serves as the liaison between the Workday@Clemson program team, which focuses on the implementation of Workday@Clemson, and the greater Clemson community of staff, faculty and student workers who will need to use Workday@Clemson in their daily tasks.

Key responsibilities:

• Communication planning, development and distribution for the Workday@Clemson program team, campus and external stakeholders.
• Development and delivery of robust training for Clemson staff, faculty and student workers.
• Cultivation of user acceptance and adoption for Workday@Clemson across functions and divisions by articulating benefits, change impacts and support resources.

Prior to the University's selection of Deloitte Consulting LLP as the Workday@Clemson vendor, the Voice of the Customer team worked with HR and Finance workstreams to search out pain points in existing core processes. After an exhaustive review of current processes, the team identified more than 600 pain points to address with Workday@Clemson. Examples of these opportunities for improvement include processes that rely on paper forms, a lack of centralized information and limited reporting and analytics capabilities.

Looking ahead to development and implementation of Workday@Clemson, the Voice of the Customer team has committed to involving real Clemson users in the process. This has led to the creation of User Groups, a carefully curated cross-section of faculty, staff and student workers who will participate in design, testing and training development for Workday@Clemson.