HR Services Technology Director – Unilever
As HR Services Technology Director at Unilever, I led the creation of a suite of technologies as part of a global HR Digital Transformation. This architecture created an integrated employee experience which allowed users to interact with core systems such as Workday, Remedy and Salesforce via Artificial Intelligence-driven User Interfaces.
Rather than having to learn multiple individual systems, the systems learnt to understand the employee in order to enhance adoption and user satisfaction. The technologies for which I was responsible were:
Una Bot – a multi-lingual Global HR/IT Chatbot: Una Notifications is a retail-like notification system which allows employees to choose how they interact with the company. Whenever an employee needs to respond to an action as part of a process they could choose to be prompted by email, chatbot or via a personalised dashboard on the intranet.
Una Hub – a Global Knowledge Base Search Engine: To support employees who preferred a Google-like self-service experience, I led a third-party provider team to develop Una Hub. This multi-lingual search engine surfaced relevant articles from a Knowledge base and used Machine Learning to increase accuracy. Where a relevant self-serve article couldn’t be found, the user could raise a case directly into the Salesforce.com CRM and monitor progress in real time. Articles were written locally and were maintained using KCS methodologies.
A Global Case Management System (Salesforce.com): We developed a core Global Case Management System using Salesforce.com ready to be deployed to an initial group of countries in 12 weeks. Over the following six months the system was scaled to support all countries globally
Una Notifications – a retail-like communication experience: Una Notifications is a retail-like notification system which allows employees to choose how they interact with the company. Whenever an employee needs to respond to an action as part of a process they could choose to be prompted by email, chatbot or via a personalised dashboard on the intranet.
Watch the interview about Una with Leena Nair, CHRO, Unilever
Watch Keith talk about Chatbots in HR for REBA
Senior Project Lead – Employee 20/20 – Unilever
I led a Project, working with a third-party consultancy, to completely re-think the way we engage with Employees and deliver services using Design Thinking techniques. We built a Proof of Concept AI BOT to respond to employee queries in the Philippines. We wanted to know if they would engage with a BOT. They did, and this project was one of the foundation stones of Unilever’s subsequent global HR digital transformation programme.
Global Reward (Manager, then) Director – Total Reward System – Unilever
I was the Product Owner of Unilever’s Total Reward System – a dynamic, calculation based process which not only provides a Total Reward Statement to employees in 106 countries, but also provides comprehensive, real-time cost reporting for use by both Reward and Finance; systemises the Reward Benchmarking process; and puts a self-serve package cost modelling tool on the desktop of every HRBP allowing them to cost a package in 15 seconds.
Watch Keith talk about this project.
Oxford Artificial Intelligence Programme, Said Business School, University of Oxford, 2020.