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A major bank has simplified its HR services to remove pain points and enhance the employee experience, a people leader says.

It embarked on a digitisation journey in part to ditch lengthy policy PDFs and instead answer employees' queries in a more simple, FAQ-style format, says Westpac Group employee experience lead Andrew Collett.

The organisation had disconnected systems, complex processes, and an excess of manual handling that consumed time and resources, he told the recent ServiceNow Knowledge Conference...