1. HR should think like a product team

When Synchrony spun out of GE and became its own company, DJ and the leadership team took the opportunity to reimagine everything — starting with how they work.

Instead of building fully baked programs behind closed doors, Synchrony adopted a minimum viable product (MVP) mindset.

“We started thinking in quarters, not years. Let's get an MVP out, co-design with employees, and iterate from there.”

That meant HR began treating programs like products. They mapped the employee journey, prioritized real-time feedback, and designed solutions in partnership with their people.

2. You need multiple listening channels

At Synchrony, listening is a system, not a one-off event. Beyond quarterly surveys, the HR team runs roundtables, taps employee resource groups (ERGs), and even turns to interns for fresh ideas.

“Our survey data doesn’t tell us what to do. It tells us what to listen for.”

One of the most impactful ideas came from a summer intern: bring in an on-site therapist. They MVP’d it in the Stamford office, and demand was so high they made it permanent.

3. Show people their feedback created change

Synchrony doesn’t just collect feedback. They close the loop. Every new program or benefit ties back to a specific listening moment.

“We’ll say: this came from a roundtable in Orlando. This idea came from a call center associate. And that’s how we scale trust.”

It’s not about making every request happen. It’s about being honest about what you heard, what you prioritized, and why.

4. MVP requires strong communication muscles

Launching an MVP is only the beginning. The harder part is getting the word out. Synchrony follows a 20x communication rule: every message needs to be shared 20 times in 20 different ways.

That means:

• Reinforcing it in manager standups
• Including it in town halls
• Sharing stories in newsletters
• Equipping leaders with talking points

“You can’t just send an email and call it a day. You have to be obsessed with communication.”

5. Great companies aren’t perfect — and that’s OK

DJ was clear: being a great place to work doesn’t mean getting everything right. It means building trust through transparency and iteration.

“We’re not going to do everything you asked for. But we’ll tell you what we heard, what we’re doing, and what we’re not.”

This honesty allows Synchrony to keep experimenting. When something doesn’t work, they own it, learn, and move forward.

6. Reimagining work requires reimagining leadership

Synchrony went all-in on flexible work in 2020. But they didn’t stop at a new policy. They redesigned performance management, revamped onboarding, and opened a 26,000 sq ft culture center for intentional in-person moments.

“If you're going to reinvent work, you have to reinvent everything — especially how you lead.”

It’s a powerful reminder that the future of work isn’t just about location. It’s about culture, communication, and clarity.

This episode is a masterclass in building with your people, not just for them.