By Adi Tobias – Head of Customer Experience (Sub-Saharan Africa) at Uber

Listen to Adi discuss her journey into CX, carving out her own roles, her ADHD diagnosis, and why neurodivergence is her superpower on episode #304 of the Inspiring Women in CX podcast.

Neurodivergence as a CX and business superpower

With the value of diversity within organisations becoming more widely recognised, and with increasing importance placed upon DEI initiatives, what is ‘neurodiversity’ and what are the qualities that neurodivergent employees bring to the table?

What is neurodiversity?

Coined in the 1990s by sociologist Judy Singer, the term ‘neurodiversity’ was originally used by the autistic community who were keen to move away from the medical model to dispel the perception of autism as something to be ‘treated’ or ‘cured’ and to instead adopt the term to highlight both the value and importance of human diversity.

There is now a growing movement within which the term is used to champion the unique talents, perspective, and skills possessed by neurodivergent individuals, and how these are beneficial within working environments.

According to the National Symposium on Neurodiversity held at Syracuse University, neurodiversity is defined as:

"...a concept where neurological differences are to be recognized and respected as any other human variation. These differences can include those labeled with Dyspraxia, Dyslexia, Attention Deficit Hyperactivity Disorder, Dyscalculia, Autistic Spectrum, Tourette Syndrome, and others."

But who likes being labelled?

Why is understanding neurodiversity so important?

Neurodiversity is not a rarity.

With an estimated 15% of the UK population being neurodivergent (and a similar figure recorded within the US), and with figures putting the unemployment rate for neurodivergent persons at 80%, the neurodiverse population remains a largely untapped talent pool!

So, despite the growing emphasis on DEI initiatives in relation to identity, such as race, gender and cultural background, it’s time to promote and support neurodiversity within the workplace, too.

What qualities do neurodivergent employees bring to the workplace?

Everyone is to some extent ‘differently abled’. Therefore, it’s somewhat bizarre that we’re only now just starting to talk about where neurodivergent professionals fit in our neurotypical world.

The reality is that companies who embrace neurodiversity are better positioned for success and would have what I call a ‘secret weapon’, a true competitive advantage.

Neurodivergent professionals bring colour, energy, and a point of difference that can’t be replicated.

Generally speaking, we’re also known to have the following qualities:

Productivity and high-quality work
We’re productive and produce a high quality of work due our ability to hyperfocus.
Information processing
We’re particularly talented at processing lots of information into digestible/actionable insights.
Great at the small stuff…
We’re great at the small tasks that crop up unexpectedly and often become so good, we become knowledgeable about the broader business faster than most.
… but also great at solving complex problems
Solving complex problems is to us what spinach is to Popeye. We love them!
Ability to shine in a crisis
We’re who you want in your corner in times of crisis.
Loyalty
Talent retention is a key benefit of hiring neurodivergent people. We thrive once we feel supported in the right environment.

How can employers embrace neurodiversity?

As an employer or leader in an organisation, consider making workplace accommodations that activate/maximise opportunities for neurodivergent people to leverage their abilities. Such accommodations can include:

Tailor your recruitment and training processes to be more inclusive
Non-traditional and non-interview-based is the way to go when recruiting neurodiverse talent.
Provide appropriate office equipment and spaces
Keep noise-cancelling headphones, balance balls to sit on, and sensory objects in stock or make them part of an expense policy. Give all employees desks that can convert from sitting to standing. Have dedicated quiet/calm spaces that offer retreat.
Make accommodation policies easily accessible
Mention available accommodations during interviews, during onboarding, and in employee communications.
Explore a deeper level of flexibility
Holding inclusive meetings so that people with different communication styles have space to participate. Provide prolonged feedback periods for making big decisions. Provide flexibility in how and where employees get their work done.
Ask all employees to share their communication and learning styles
… and make sure you cater to them!

What are the benefits of embracing neurodiversity as an employer?

Embracing neurodiversity takes intention, and can require a different type of inclusion than other DEI efforts. The efforts are worth it, though.

When businesses make accommodations to embrace neurodiversity as a superpower as opposed to a disability, the benefits include:

More perspectives, unique experiences, and differing skillsets for the company.
More opportunities for people of all neurological profiles.
Increased creativity and innovation.
Working within a diverse team, all employees have a greater opportunity to learn.

Get involved

Listen to Adi’s podcast episode for more on the power of neurodiversity.

Read Celebrating Neurodiversity: A Parent’s Perspective written by WiCX community member Anna Noakes Schulze.

If you’d like to get in touch regarding sponsorship, partnership or membership, please send us a message here. We'd love to hear from you!

**Bio**

With her career spanning 15 years, three continents, and multiple industries, Adi Tobias has demonstrated her drive and commitment towards sustainable customer-centred change.
With her experience in top-tier financial services, market research, and now technology firms, Adi has implemented her background in marketing strategy to champion insights-driven communication, leveraging her broad skillset in customer experience and service design.
Currently the Head of Customer Experience at Uber, Adi and her team are committed to delivering superior experiences through transformative CX strategy, culture, and best practice.

Why Neurodivergence is a CX and Business Superpower