Project Objectives • Identify key barriers for employee experience in frontline

Project Objectives
• Identify key barriers for employee experience in frontline workers at LifeLabs, applied broadly for frontline workers generally
• Gain insight from frontline workers on what initiatives are most impactful for employee engagement
• Discover trends and best practices on improving employee experience for frontline workers with a DEI lens
Scope of Work
LifeLabs’ Stronger Together program is the foundation where our five-year strategy and the program’s four pillars cultivate to fulfill the organization’s diversity, equity and inclusion (DEI) values:
• Attract diverse talent
• Be socially responsible
• Build an inclusive culture
• Develop our talent
In LifeLabs’ five-year strategy, we aim to transform service delivery for customers and become the diagnostic service provider of choice within Canada. Understanding that LifeLabs’ frontline workers are the brand ambassadors for our customers and the core of our business, it will be crucial for the organization to assess the current state, sentiment, and unique opportunities & obstacles for this employee group. This will enable our leaders and Human Resources team to strategize how best to support them and improve the employee experience. Hiring and retaining great talent has been a struggle amongst many businesses and in order to be the diagnostic service provider of choice for employees, Stronger Together seeks to:
• Communicate that our frontline is our foundation. As our organization evolves and explores more decentralized service models, we must ensure our frontline workers are supported.
• Ensure DEI at LifeLabs does not have a trickle-down impact. Stronger Together is for all team members at LifeLabs so in order to make sure DEI is creating impact from the centre, not solely from the top-down, we must gather input to have a nuanced understanding of the root causes for positive and negative employee experience for our distinct employee segments, particularly our frontline who sit at the “bottom of the pyramid.”
Insights will be distilled from the organizational DEI survey, LifeLabs’ 2023 Stronger Together Survey which was deployed in the spring of 2023.
Table of Contents
1. Background & Purpose
2. Executive Summary
3. Major Themes: Frontline External Landscape
4. Major Themes: LifeLabs Frontline Employee Sentiment
5. The Current State of Employee Experience for Frontline Workers
6. Survey Methodology & Frontline Insights
7. Key Learnings, Recommendations & Next Steps