Employee experience @Proximus

Proximus wants to reveal the full potential of its employees based on a belief that the talents of its people are the heart of a company.


Proximus has the ambition - through empoyee journeys and service design - to create an employee experience that matters, in terms of future skills, giving them confidence in change, creating a stimulating work environment and being a smart organization. Proximus wants to reveal the full potential of its employees based on a belief that the talents of its people are the heart of a company.

Thanks to the really nice collaboration with the teams of Möbius, we made a step change towards a best-in-class employee experience. By putting our employees in the center of our processes we managed to optimise our HR service, delivering a real added value for our employees and for the company. Their 'pragmatic' approach and way of working were appreciated by all the stakeholders, making this project a real success. A real success and on top of that motivated us to continue this never finished challenge.

Morgane De Montlivault Executive Advisor to the CHRO

Project objectives

To do this, the Proximus HR department wants to make sure they provide the best possible service for their internal customers, the Proximus employees by

  • Identifying the needs of different employee groups throughout the "employee journey"

  • Ensuring that these are translated into user-friendly and frictionless services and processes

  • Embedding this "employee experience" methodology in the HR way of working


To start the project, Möbius has mapped the employee lifecycle, starting from being attracted to the company, being selected and onboarded, to coaching and support during life and professional events, learning and growing … and eventually leaving the company.

These lifecycle steps were prioritised taking into account current performance, strategic decisions, the impact that can be achieved (basic expectation, satisfier or delighter).

After prioritisation and selection, we effectively start working on the chosen employee journey with or without a focus on a specific employee target group.

Using the most relevant service design techniques, we get to work with an engaged Proximus project team to gain a deep understanding of the current situation and determine the desired future direction. We do this through personas, interviews, surveys, data anlayse, interactive workshops, brainstorming sessions and focus groups.

During the process we paid special attention to different profiles or segments within the organisation: operational roles vs. knowledge workers, because the experiences and expectations can surely vary across segments of employees.


We conclude each employee journey sprint with a detailed implementation plan of improvement actions, supported by both HR management and a combined group of employees. By implementing this plan, Proximus aims to take the employee experience for all its employees to the next level.