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"At Watsons Singapore, we define employee experience as every interaction and moment that shapes how our people feel about their journey with us. It goes beyond perks — it’s about feeling heard, respected, and supported," Leslie Seow, People Director, affirms.
Gone are the days when a job was just about bringing home the paycheck. Today, the true measure of a great workplace lies in the experience it offers its people. From the onboarding process to every step of their journey, what employees feel, see, and hear shapes not just their engagement— but it defines the company’s success.
At Watsons Singapore, this belief is more than talk. With carefully planned feedback and listening strategy at the heart of their approach, the organisation has created a culture of care, growth, and respect — earning it a silver award for 'Best Employee Feedback and Listening Strategy' at the Employee Experience Awards 2025, Singapore.
Fresh after the win, HRO speaks with Leslie Seow, People Director at Watsons Singapore, to uncover how the organisation creates an employee experience where people truly feel heard, respected, and supported — turning everyday moments into meaningful connections that drive growth and engagement.
Q How does your team define "employee experience", and what aspects do you prioritise most?
At Watsons Singapore, we define employee experience as every interaction and moment that shapes how our people feel about their journey with us. It goes beyond perks — it’s about feeling heard, respected, and supported. We prioritise open communication, psychological safety, inclusive practices, and opportunities for growth. These are key to fostering a people-first culture that drives both engagement and performance.
Q Can you walk us through your most high-impact EX initiative that led to your success at the awards this year? What business need did it solve, and how was success measured?
Our most high-impact initiative was the rollout of enhanced feedback channels via the KNOW app, our internal employee platform. It allows staff to share feedback in real time, helping us address issues promptly. For those who prefer to remain anonymous, we provided an option through a QR code displayed on KNOW announcements, as well as noticeboards across stores and warehouses. Employees also know they can walk in and speak to any member of the People Team — our doors are always open.
This initiative addressed the business need for a safe, accessible, and inclusive feedback environment — especially across a diverse, multi-location workforce. It enabled faster issue resolution, surfaced ground sentiments more proactively, and strengthened employee trust in the organisation.
Success was measured through increased employee feedback volume, shorter response and resolution times, and a noticeable improvement in employee engagement scores in our annual survey.
Q How do you balance personalised employee needs with scalable EX programmes?
We strike this balance by anchoring all EX programmes in a consistent company-wide framework, while allowing for some flexibility based on operational needs. For example, our work from home arrangement is centrally governed by HR to ensure fairness, alignment with policy, and resource planning — but individual eligibility and schedules are assessed case by case.
Similarly, initiatives like recognition, learning, and feedback are designed to be scalable across the company, yet we give room for teams to localise delivery based on their working styles. This approach ensures control, consistency, and impact — while still making space for the human touch.
Q What are some underappreciated drivers of employee engagement that you think deserve more attention?
One underappreciated driver is recognition from peers — not just from managers. Peer appreciation fosters trust, camaraderie, and a stronger sense of belonging. Another is psychological safety, where employees feel safe to voice concerns or ideas without fear of judgement.
These are often overlooked but deeply impactful. That’s why we introduced eCompliments, a feature that allows peer-to-peer recognition for any good job done or for lending a helping hand. It has helped create a more supportive and appreciative work culture across all functions.
Q Finally, what is the most important message that you'd like to share with your team as you plan ahead?
To my team: thank you for believing in what we do. This award is not just about strategy — it’s about your everyday heart work.
As we look ahead, let’s keep listening, learning, and lifting each other. Together, we’ll continue to create a workplace where everyone feels seen, valued, and empowered to grow.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets section!
Photos: Provided
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