Case Study: Standard Chartered achieves transformed employee experience and higher satisfaction with ServiceNow

Transforming the employee experience at Standard Chartered Bank

Standard Chartered Bank, a 150‑year‑old global bank with about 86,000 employees across 60+ markets, faced an HR function weighed down by manual processes and fragmented technology. Rather than leading with tools, the bank pursued a people‑centred design and adoption‑management approach to prioritize the employee experience and validate new services through user testing and persona research.

The bank implemented the ServiceNow employee experience platform—now live in 40% of its markets—building a knowledge base of ~20,000 FAQs and 5,000 articles, 160+ custom HR services (including 90 service‑catalogue items) and 138 automated workflows, while replacing legacy systems and redesigning the HR portal. Early results show improved customer satisfaction where ServiceNow is live; Standard Chartered plans a full global rollout plus chatbot, mobile pilots and broader platform integrations.

Standard Chartered

Kate Mathias

Global Head of HR Change Portfolio and Transformation