During the pandemic, many companies expected a swift return to the office full-time, but Synchrony Financial, one of the nation’s largest financial services companies, took a different approach. Instead of following the trend, Synchrony’s CEO chose to make hybrid work a permanent model. This decision not only set the company apart from others but also positioned it for long-term success, demonstrating that trust, flexibility, and an investment in employee experience can drive both productivity and engagement in today’s evolving work environment.

In 2021, Synchrony’s CEO publicly committed to a permanent hybrid work structure, even as other organizations hesitated. Unlike companies that imposed rigid in-office requirements, Synchrony allowed employees the freedom to choose between working from home or in the office, with minimal restrictions, such as living within commuting distance and attending occasional in-person meetings or events. This flexibility was rooted in a survey revealing that 85% of employees preferred some form of remote work. For the CEO, this was an opportunity to innovate and create a more adaptable work model, rather than simply meeting employee preferences.

Synchrony’s strategy focused on fostering a culture of trust and adaptability. Instead of micromanaging attendance, the company encouraged employees to manage their own productivity. By investing in a performance-driven culture with flexible, outcome-based expectations, Synchrony emphasized trust at the heart of its operations. This approach paid off: Synchrony now ranks 5th on Fortune’s 100 Best Companies to Work For, a significant jump from its 51st place in 2019. In its most recent Great Place to Work survey, 95% of employees rated the company as a great place to work, underscoring the success of its employee-centric approach.

The company’s success wasn’t accidental but resulted from a careful and thoughtful hybrid model. Synchrony reimagined office spaces to support purposeful in-person collaboration, with a 29,000-square-foot Culture Center in its Stamford, Connecticut headquarters designed for brainstorming, networking, and cultural events. Employees also participated in weekly “Connection Days,” gathering for innovation sessions, workshops, and networking events, often complemented by perks like food trucks. This approach to office space made in-person collaboration feel meaningful, rather than obligatory, ensuring that employees valued their time at the office.

Another unique aspect of Synchrony’s hybrid model was its shift from traditional annual reviews to a coaching-oriented leadership culture. Managers now provide ongoing, real-time feedback, creating continuous conversations about performance and business goals. This shift has been well-received, with 92% of employees reporting that their managers offer valuable feedback, further strengthening the company’s high-trust environment.

Furthermore, Synchrony’s flexible career growth opportunities have helped drive employee engagement. The company’s hybrid model broke down the geographical barriers that once dictated job eligibility, allowing employees to pursue new roles regardless of their location. This policy has led to a 30% increase in job applications and improved employee retention, as employees now have more opportunities to grow without being restricted to specific regions.

At Synchrony, measurable outcomes have always been prioritized over office attendance. Leaders set clear expectations for productivity and deliverables, focusing on results rather than where or when employees worked. This has led to a boost in productivity, with employees feeling more autonomy and less stress. The company’s success challenges the notion that high performance requires close supervision, proving that a results-driven culture can thrive in a hybrid or remote environment.

Three years into its hybrid work model, Synchrony has seen substantial success. Employee engagement and satisfaction are at record highs, with strong productivity driving business success. The hybrid model has proved effective for Synchrony’s needs, allowing the company to meet and exceed customer commitments while maintaining a flexible, resilient workforce. The culture of trust has encouraged employees to take ownership of their work, making teams more motivated, engaged, and effective.

Synchrony’s CEO argues that hybrid work, when done thoughtfully, enhances innovation rather than hindering it. Team members have noted that hybrid work has increased participation in hackathons and collaborative projects, as virtual sessions allow for greater involvement from employees beyond the office. Synchrony’s experience shows that hybrid work success is dependent on intentional culture-building and flexibility. By listening to employees and adapting based on feedback, Synchrony has developed a sustainable, high-trust model that meets the needs of today’s workforce.

In a world where traditional office structures are evolving, Synchrony’s journey offers a roadmap for organizations striving to balance flexibility with productivity. It demonstrates that with a clear vision, trust, and adaptability, businesses can create environments where employees are empowered to achieve peak performance, regardless of where they work.