Preparing For The Future Of Work: Accenture’s Victoria Pelletier On The Top Five Trends To Watch In The Future Of Work

An Interview with Phil La Duke

Empathy and compassion. Leadership must be empathetic. Leaders who ascribe to a management style that is authoritative and insensitive, are quickly becoming dinosaurs. Our current and future employees want to be valued and heard and have a sense of belonging. Leaders must support the members of the teams by supporting their personal lives, philanthropic causes, and quests for meaning and purpose.

There have been major disruptions in recent years that promise to change the very nature of work. From the ongoing shifts caused by the COVID19 pandemic, the impacts caused by automation, and other possible disruptions to the status quo, many wonder what the future holds in terms of employment. For example, a report by the McKinsey Global Institute that estimated automation will eliminate 73 million jobs by 2030.

To address this open question, we reached out to successful leaders in business, government, and labor, as well as thought leaders about the future of work to glean their insights and predictions on the future of work and the workplace.

As a part of this interview series called “Preparing For The Future Of Work”, we had the pleasure to interview Victoria Pelletier, Managing Director, Global CEO Transformation at Accenture.

Victoria Pelletier is Managing Director, Global CEO Transformation at Accenture; she is a senior executive with over two decades of progressive experience in strategy, operations, growth initiatives, and business and talent development.

She is a visionary leader with a passion for innovation, creativity and Diversity, Equity & Inclusion. In fact, Victoria has won both the 2020 Mentor of the Year award from Women in Communications & Technology AND the 2019 HSBC Diversity & Inclusion in Innovation Award. Victoria was also recently named as 2021 50 Most Influential Business Leaders in Technology.

Victoria serves as a board member for several organizations; she is also a published author, regular contributor to Forbes and a member of the Forbes Human Resource Council. She is an in-demand public speaker and appears regularly on national radio and television.

Thank you so much for joining us in this interview series! Our readers like to get an idea of who you are and where you came from. Can you tell us a bit about your background? Where do you come from? What are the life experiences that most shaped your current self?

My backstory is the kind you tell a therapist, not necessarily an audience. I was born into in a broken family environment. My drug addicted biological mother had mental health challenges and was severely abusive. But I survived, I was adopted to a new family, and I subsequently chose a different path — one that would create value and impact for others. Sometimes we learn what “not to do” from those around us. That would be me. The pain and loss of my past feeds my drive and resilience and pushes me to share my story and support others in their journey towards becoming Unstoppable.

What do you expect to be the major disruptions for employers in the next 10–15 years? How should employers pivot to adapt to these disruptions?

We should expect ongoing, continual disruption. Lots of organizations are talking about what “The Future of Work” will look like, and it’s complex and multi-faceted. It’s not just about HOW the work will be done; highly automated and infused with AI and ongoing machine learning, but WHERE the work will be performed — the pandemic taught us so much, and has created a different perspective (and desire) for both employers and employees alike. And physical working environment aside, the culture and leadership INSIDE the working environment will be very different. Clients, consumers, and employees alike want to buy and work with organizations that are much more aligned to their personal values and those with a defined purpose. This means a shift in WHY we work or buy — and a need for employers to shift their strategies, products, processes, and culture towards a shared purpose focused on community and people and a sustainable environment for all.

The choice as to whether or not a young person should pursue a college degree was once a “no-brainer”. But with the existence of many high profile millionaires (and billionaires) who did not earn degrees, as well as the fact that many graduates are saddled with crushing student loan debt and unable to find jobs it has become a much more complex question. What advice would you give to young adults considering whether or not to go to college?

For starters, I encourage young people, including my own children, to find a vocation that aligns with their passions and purpose, and if unclear on what this might be, then take the time to discover yourself — there is nothing wrong with a “gap year” (or two). Don’t rush into it because you feel that you HAVE to, or because of pressure or guilt from those around you. Far too many rush in and regret it or do not use the coursework they studied. Be incredibly thoughtful and deliberate before enrolling — student debt is an anchor that saddles the quality of life of many of the people around me.

Luckily, the expansion of vocational tracks at high schools provides today’s students with opportunities to explore whether a vocational or undergraduate experience best serves career goals. If you can achieve your goals with a certificate in coding, go for it. If you believe that your path will require an MBA, then move in that direction. Companies hire people who can successfully perform the work with requisite skills and, even more importantly — their potential and their propensity to grow and learn new skills. The days of checking unnecessary boxes to get hired are (mostly) behind us now. I will always hire the individual who has passion, drive, and great skills over the one with the Ivy League pedigree and an entitled attitude.

Despite the doom and gloom predictions, there are, and likely still will be, jobs available. How do you see job seekers having to change their approaches to finding not only employment, but employment that fits their talents and interests?

Right now, we are seeing anything BUT doom and gloom. As I look at current job vacancy rates in the US alone, there are almost 11 million open jobs. This creates great opportunity and choice for today’s job seeker. Some might ask what this means for finding the “perfect job?” First, I think all those entering the workforce or transitioning within it, must seek fulfilling jobs, not perfect ones. What may be perfect for you this week could become a real slog next week because of shifts in the market, or an unforeseen disrupter like, say, a pandemic. Employers are looking for team members who can demonstrate adaptability. Current employees who display adaptability are the ones who will be promoted.

The statistics of artificial intelligence and automation eliminating millions of jobs, appears frightening to some. For example, Walmart aims to eliminate cashiers altogether and Dominos is instituting pizza delivery via driverless vehicles. How should people plan their careers such that they can hedge their bets against being replaced by automation or robots?

Well, the easy answer would be to just say that you need to find a job where your skills cannot easily be assumed by AI, but much more importantly, is also ensures that you position yourself as someone who can continually grow and develop and upskill yourself. If you can do a number of things well and demonstrate a strong propensity to learn new skills, you become the type of employee who can move between a number of positions within the organization. You’re valuable. You bring your institutional knowledge into new areas within your organization, particularly as work changes due to the ongoing digital transformation.

Technological advances and pandemic restrictions hastened the move to working from home. Do you see this trend continuing? Why or why not?

Absolutely. Remote and hybrid work is here to stay. The new paradigm helps the bottom line in our businesses as real estate footprints shrink, but more importantly, it is being demanded by many, or most, employees — they want the optionality for flexibility in how and where they perform their work. That said, do we need to make sure that our teams get together for regular in-person meetings and events? Of course. Relationship in the workplace has been shown to raise productivity and lessen anxiety. We need to connect in an embodied way from time to time. However, the pros of remote and hybrid work are undeniable.

What societal changes do you foresee as necessary to support the fundamental changes to work?

There are many — creating workplace and community cultures that are aligned to purpose and those that are more diverse, equitable and inclusive. Sadly, the pandemic created what has been dubbed a “she-cession”; where more women stepped out of the workforce to care for children, elders and/or at-risk family members and they have yet to return to pre-pandemic levels in the workplace. Therefore, if we want to empower women to work remotely or embrace a hybrid approach, we must create inclusive environments — reminding all colleagues that parents who work from home need to be supported in their work and with flexibility. I personally have a philosophy that I have embraced and share broadly in my role as a leader and that is that “there are no schedules, just deliverables” — creating the time and space for flexibility in how and where my team meet expected outcomes.

What changes do you think will be the most difficult for employees to accept?

Employers will need to invest in infrastructure that support remote and hybrid work, while divesting in traditional brick and mortar priorities. This will create heartburn for some, more traditional leaders who are deeply concerned about legacies like buildings and old management structures. Change can hurt.

With more and more employees working from home, employees must recognize that honouring the boundary between home and work life will take intention. When your domicile also serves as your cubicle, boundaries can gray quickly. Employees need to accept that business is business and leisure is leisure. These same employees must also accept that remote/hybrid time will always be tested by the needs of children, partners, and pets in the house. Seek balance and be incredibly confident in creating the boundaries that work for YOU.

The COVID-19 pandemic helped highlight the inadequate social safety net that many workers at all pay levels have. Is this something that you think should be addressed? In your opinion how should this be addressed?

I’m originally from Canada — I have experienced what great economic and social support looks like. That said, when the world is falling apart, it is reassuring to know that one’s employer is deeply invested in the employee’s health and wellbeing. Lower margin is fine by me if it means that we’re creating a more sustainable environment for all, including those who are working hard for the organization’s success.

Despite all that we have said earlier, what is your greatest source of optimism about the future of work?

I believe in human potential. My own story is a case study in overcoming history and thriving into the future. I am confident that when great people are paired with a great mission, even the most dauting challenges can be overcome. I am also optimistic about emerging leaders. We have talented, passionate, and empathetic people in the pipeline to lead.

Historically, major disruptions to the status quo in employment, particularly disruptions that result in fewer jobs, are temporary with new jobs replacing the jobs lost. Unfortunately, there has often been a gap between the job losses and the growth of new jobs. What do you think we can do to reduce the length of this gap?

That’s a tough one. Historically, we’ve counted on the government to help fuel the economy when the disruptions happen. I think our recent history has shown that the “same old fixes” no longer pack the punch they did before. Organizations need to be nimble if they want to keep growth on the horizon. These days, it’s not about outdoing the competition so much as creating a sustainable future — for the business, its’ employees, customers and the community at large.

Okay, wonderful. Here is the main question of our interview. What are your “Top 5 Trends To Watch In the Future of Work?” (Please share a story or example for each.

1. Digital transformation. This is at the heart of all business transformations — evaluating new ways of working — how, where and by whom, the work gets done. AI is here to stay. If you spent any time “talking” with a chat bot on a customer service platform, you understand just how far it’s already come.
2. Sustainability. Hardening our organizations to the realities of climate change is a priority that cannot be overlooked. I hate to talk about this one, but I must. As the heat rises and extreme weather events become more extreme, we need to make sure that our organizations can deliver in a challenging environment and adapt to the changing needs of our clients and the communities we live in, and we serve. We must also move our organizations toward carbon neutrality. All of this requires strategy and deep intention. We have no choice.
3. Empathy and compassion. Leadership must be empathetic. Leaders who ascribe to a management style that is authoritative and insensitive, are quickly becoming dinosaurs. Our current and future employees want to be valued and heard and have a sense of belonging. Leaders must support the members of the teams by supporting their personal lives, philanthropic causes, and quests for meaning and purpose.
4. Community engagement. Healthy organizations prioritize community engagement. It is no longer enough for organizations to laud the jobs they bring to communities; communities are looking for good neighbours who are also concerned about education, families, environmental issues, community safety, etc. Now, as in the future, organizations must provide their employees with the time and resources needed to step away from the “work” and engage in community projects that matter.
5. Outsourcing. These days businesses are discovering the efficiencies that are possible when back office tasks are outsourced to firms who specialize in this work. This trend will continue to grow. Outsourcing customer service, marketing, accounting, and other supporting roles in our organizations will help our organizations focus on core products and services, doing what we do best.

Can you please give us your favorite “Life Lesson Quote”? Can you share how this quote has shaped your perspective?

J. P. Morgan once said, “The first step towards getting somewhere is to decide you’re not going to stay where you are.” I LOVE this life lesson. We can dream the greatest dreams possible but get nowhere if we’re unwilling to take a risk. Every great cause, product, service, and organization got underway when someone decided, “I am not going to stay where I am.”

We are very blessed that some of the biggest names in Business, VC funding, Sports, and Entertainment read this column. Is there a person in the world, or in the US with whom you would love to have a private breakfast or lunch, and why? He or she might just see this if we tag them.

Have you heard any of Sarah Jarosz folk music? She’s thirty and already has four or five Grammys. While the rest of us hunkered down for the first year of the pandemic, she cranked out two new albums. Jarosz is a singer-songwriter at the top of her game already. I’d love to do drinks.

Our readers often like to follow our interview subjects’ careers. How can they further follow your work online?

A good place to start is https://victoria-pelletier.com/

Thank you for these fantastic insights. We greatly appreciate the time you spent on this. We wish you continued success and good health.

About the Interviewer: Phil La Duke is a popular speaker & writer with more than 500 works in print. He has contributed to Entrepreneur, Monster, Thrive Global and is published on all inhabited continents. His first book is a visceral, no-holds-barred look at worker safety, I Know My Shoes Are Untied! Mind Your Own Business. An Iconoclast’s View of Workers’ Safety. His most recent book is Lone Gunman: Rewriting the Handbook On Workplace Violence Prevention listed as #16 on Pretty Progressive magazine’s list of 49 books that powerful women study in detail. His third book, Blood In My Pockets Is Blood On Your Hands is expected in March followed by Loving An Addict: Collateral Damage Of the Opioid Epidemic due to be released in June. Follow Phil on Twitter @philladuke or read his weekly blog www.philladuke.wordpress.com