Case study
Industry
Multiple sectors
Company HQ
Lima, Peru
Number of Employees
99,000
Office Locations
Peru, Chile, Ecuador, Colombia, Panama, and Mexico
Grupo Intercorp Reduces Turnover Of Key Technology Talent By 42% With Udemy Business
Udemy driving business outcomes
Case study details
Grupo Intercorp manages portfolio companies in financial services, retail, real estate, education, leisure, entertainment, and packaging, primarily in Peru. It has more than 99,000 employees across 40 companies and has recently expanded its operations in Mexico and other South American countries, including Chile, Ecuador, Columbia, and Panama.
As part of its growth strategy, it was also looking to advance its businesses in the Peruvian provinces by extending training to employees outside of the capital city. To help deliver on this strategy, the group was upskilling and reskilling more than 400 learners referred to as “transformational talent,” which are part of their growth and digital strategy. This cohort included data scientists, business information analysts, scrum masters, UX designers, and cloud and cybersecurity experts.
Upskilling and reskilling transformational talent
To accelerate Intercorp’s mission, the leadership teams of the 5 platforms crafted ambitious visions, each requiring fresh and aspiring talent to drive progress. However, the current pace of attracting this talent is insufficient. Urgent measures are required to expedite the recruitment of hundreds of digital-era employees. This necessitates adopting a novel approach to attract, onboard, and retain talent within Intercorp.
Challenge
Before 2019, almost all of Intercorp’s training was face-to-face, mostly in offices around the country. But it was expensive and logistically difficult to deliver specialist technical skills training, particularly sourcing internal topic experts with the time to invest in course creation.
“We had to rely on topic experts, and sometimes it was hard to find these professionals to teach the content,” says Marité Cornejo, Deputy Manager, Quality Alliances and Communications at Universidad Corporativa Intercorp (UCIC), the internal organization responsible for training delivery.
During the COVID-19 pandemic, the group experimented with virtualized and live-streamed training content. Switching to online training forced the group to transform how it taught its learners. But it had limited experience in online training delivery and a limited online learning culture.
Marité adds: “All this made it difficult for us to upskill and reskill this talent group which is in high demand; it created several challenges for us around consistency, cost, adoption, engagement, motivation — and especially retention.”
Deputy Manager, Quality Alliances and Communications, UCIC
Bringing a strategic approach to online L&D
Intercorp adopted Udemy Business in March 2022 via UCIC to evolve the L&D of its transformational talent group.
Marité says UCIC chose Udemy Business for various reasons: “Udemy Business has a huge course portfolio on a wide range of topics, including curated content. All the courses are well-thought-out, well-designed, and delivered to a very high quality; high standards are essential to us.”
Marité adds that Udemy Business’ 24/7 support is “invaluable” as it has learners working across 40 companies in different locations and multiple lines of business.
Intercorp uses two Udemy Business features in particular — Learning Paths and International Collections — while relying on analytics and reporting from the platform’s insights dashboard to inform its strategic planning.
When building the Learning Paths for its transformational talent group, the company’s L&D team created three competency levels across two types of skills, which learners were assigned based on annual appraisals.
UCIC recommended that each learner combine soft skills — such as leadership, customer obsession, or digital mindset — with hard skills in technology topics related to their roles. They also use the platform to study for technology certifications.
“Udemy Business has helped us to suggest courses for transformational talent Learning Paths, which is extremely useful,” says Marité. “Udemy is a partner with lots of experience in delivering learning strategically, which has helped us advance how we created these learning journeys.”
Deputy Manager, Quality Alliances and Communications, UCIC
A powerful decision-making tool
UCIC uses Udemy Business’ insights dashboard to track metrics, including user adoption, number of hours studied, and how learners rate courses and their teachers. And the platform enables program leaders to track learner progress every day during a course, not just when it’s finished.
The team depends on the insights to see which skills are lacking across the group so it can evolve the L&D program. Marité says: “Udemy Business is a powerful tool for making decisions. We use it to monitor progress and identify skills gaps, which helps us with our development plan for the year to keep us agile and constantly evolving.”
Udemy Business offers a network of local and native instructors to assist organizations in providing a consistent learning experience to their global workforce, enabling the delivery of relevant learning experiences worldwide. Intercorp uses International Collections to deliver training with Spanish-speaking topic experts.
Marité explains: “International Collections with Spanish speaking instructors helps learners connect better with the courses. A lot of them study while traveling, and because there’s no need to read — unlike courses in English with Spanish subtitles — less concentration is needed, making it easier to assimilate the knowledge. This has had a significant positive impact on adoption and engagement.”
The group also uses International Collections for working with a group of colleagues in China by accessing courses in Chinese created by local experts.
A significant increase in talent retention
Working with Udemy Business has helped Intercorp develop a culture of virtual learning — something it didn’t have before. Today, only 5% of the organization’s training is delivered in person.
After 12 months of using Udemy Business, Intercorp achieved a range of noticeable learner benefits and business outcomes. For the first time, program leaders can reach more people and deliver consistent training across the group’s portfolio of companies, creating equal development opportunities.
Program leaders have also seen a rise in user adoption, engagement, and motivation — all of which significantly increase talent retention. Moreover, Intercorp has reduced turnover by 42% across the whole group,“Udemy Business is a great partner to develop this type of transformational talent, which is specifically difficult to retain,” says Marité.
Deputy Manager, Quality Alliances and Communications, UCIC
A platform for growth
Looking forward, Marité can see lots of potential to expand how the company and its people use Udemy Business: “It’s very interesting to see how Udemy Business can help us grow. For example, we could use it for onboarding. And it could be a great way to learn about a new trendy topic, like AI, quickly to prepare for the future and improve productivity and efficiency.”
Deputy Manager, Quality Alliances and Communications, UCIC
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