While it's all about member experience, somewhere along the line, we have forgotten about the employee experience. Highly paid contractors are doing the work of FTEs and are trusted more than those with the experience who should be doing the work. Layoffs have been rampant the last 4 years, with another probably coming by end of June with another re-org occurring. Our 4th CIO (includes one interim) in the past 5 years has just been announced.
While we win awards for Diversity, if you are over 50, beware - it's obvious to see that's who gets laid off, but the company seems to dot it's i's and cross it's t's - there's been a couple of age discrimmination lawsuits in the news, but so far there hasn't been success by the plaintiffs in their actions.
While we talk ethics and about our vision and values, we don't seem to walk the walk very well. Bad behaviour seems to be constantly rewarded, while people who do the right thing are left in the cold. For instance, I've been verbally abused by people who still work here and have been promoted while I follow our vision and values all the time. People who micromanage seem to move up in this organization as well. "Yes" people are also promoted over those with fresh ideas and the ability to say no.
While we tout individual development plans and mentoring, promotional opportunities seem to be non-existant, unless you are someone's favorite. Most job postings have pre-determined candidates for them. I've never worked so long at one place and not had an opportunity for promotion even though I am more than fully qualified as per our job family descriptions. Review feedback is many times subjective rather than objective and all reviews are "callibrated" against each other based on performance, current salary and other factors - in other words, someone is ranking all the employees, and usually that's done by upper management who hasn't worked with those individuals. Perception is the norm rather than gathering the facts about the individual or the situations in which the individual was involved.
While we do have work/life balance (telecommute, ability to take laptop home, email on phones), on the other hand, there are quite a few FTE's who work 60-70 hours a week- thru lunch and into the night. Either these folks need to be mentored to work smarter, or we need to realize that having them do 4-5 projects at once isn't a successful way to work.
While our brand is our greatest asset, it's hard to believe how much AAA is disjointed. Different clubs offer different products and different prices. It's hard to believe the terrible shape our systems are in even with huge projects to make improvements. We continue to create duplicate systems based on product. We are supposedly a non for profit organization, but our goals are profitability and we act as though we are a giant publicly owned for-profit company.
