Redefining Employee Experience with Empathy and Strategy
Shirly Anthony
Director Campus Employee Experience Strategy,
Shirly Anthony may be an introvert outside of work, but within the corporate world, she is a powerhouse redefining employee experience. As the Director – Campus Employee Experience Strategy at IntouchCX, she leads employee experience across India, Malaysia & Egypt impacting a workforce of nearly 10,000 employees. Her approach goes beyond traditional HR functions. She ensures employees feel valued, heard, and truly connected to the organisation. Along with managing employee experience, she is also a presiding officer of PoSH committee at IntouchCX to address sexual harassment complaints. Her responsibility broadens further in working towards DEI initiatives, CSR drives for the society. Shirly has taken over a new responsibility as a mentor with Divershefy Group to support emerging women leaders in the industry to help them succeed in their leadership roles. Starting her career as a frontline agent nearly two decades ago, Shirly Anthony initially pursued operations but soon realized her true strength lay in working with people. Transitioning to HR, she reshaped its role from policy enforcement to fostering an inclusive, engaging workplace. Known for her quick problem-solving and strong advocacy for employees, she has become a trusted voice at IntouchCX. While highly engaged and vocal at work, Shirly values work-life balance and personal connections. Her leadership, defined by empathy and approachability, ensures employees don’t just work but thrive, shaping the future of employee experience with her strategic vision. In a tête-à-tête with TradeFlock, Shirly speaks more about her work and strategies.
What values or leadership principles guide your approach to employee experience across India, Malaysia, and Egypt?
Empathy, inclusivity, and continuous growth have been the foundation of my leadership approach. For me, empathy is more than just listening. It’s about truly understanding employees’ challenges, aspirations, and emotions. This helps in shaping initiatives that are not only aligned with business goals but also respectful of cultural nuances. Inclusivity is equally important. I believe every employee, regardless of background, should feel valued and empowered to bring their authentic self to work. Lastly, continuous growth drives everything I do. By investing in learning opportunities, mentorship, and structured grievance resolution, I ensure employees feel supported both personally and professionally, fostering trust, engagement, and long-term success.
How do you align business goals with employee satisfaction, retention, and career growth?
Balancing business goals with employee satisfaction is about creating an environment where ambition and well-being go hand in hand. It starts with clear communication— helping employees see the purpose behind their work and how it fuels the company’s success. Leadership plays a crucial role in fostering open conversations, mentorship, and trust. Most importantly, a culture that values feedback ensures employees feel heard, supported, and empowered to grow. When people find meaning in their work, success follows—for them and the business.
What inspires you as a leader, be it a book, a person, or a life philosophy, and why?
The philosophy that drives me is that leaders create more leaders. True leadership isn’t about authority; it’s about empowerment. Seeing someone grow through mentorship, guidance, or opportunities I provided is the most fulfilling part of my journey. I’ve learned from incredible industry leaders and business coaches, especially IntouchCX COO Dishant Bhojwani. A friend and colleague, Harmeet Singh Sangha also motivates me and brings out my best at work. Their influence has shaped my leadership style, fueling my passion for learning, coaching, and fostering future leaders.
Can you share an innovative strategy that greatly enhanced employee experience in your organisation?
One of the most impactful innovations I led was the creation of a dedicated Employee Experience (EX) team and a structured grievance management system across India, Malaysia, and Egypt. Recognizing that employee experience goes beyond engagement surveys, we aimed to foster an environment where employees felt truly heard and supported. Traditional HR channels often discourage employees from voicing concerns due to fear of bias or retaliation. To counter this, we established the EX team as an independent entity dedicated to improving workplace culture. This team managed the full employee lifecycle, ensuring a consistent and positive experience across regions. A key aspect was launching “Speak Up,” an enhanced grievance management system designed to provide a safe, transparent, and accessible platform for raising concerns. It featured multi-channel support, including email and in-person consultations, ensuring regional adaptability. The system maintained anonymity and leveraged data-driven insights to proactively address systemic issues. This initiative strengthened trust, improved leadership responsiveness, and boosted overall satisfaction and retention. It reinforced our commitment to creating an inclusive workplace where every employee’s voice is valued.
What transformative change would you introduce to enhance employee experience in Indian organisations?
Indian organizations must move beyond superficial engagement initiatives like Fun Fridays. Today’s workforce seeks respect, growth, and purpose. The real transformation lies in shifting from a “productivity-first” to a “people-first” mindset. Prioritizing well-being, mental health, and flexible work models is crucial, along with redefining success based on impact, not just hours worked. A culture that values its people fosters innovation, loyalty, and success. When employees thrive, businesses flourish—it’s time to empower, not just extract productivity.
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