By: Zenia Pearl V. Nicolas
In a world where the pace of transformation outpaces tradition, Teejay Gonzales, Head of HR Operations Transformation of Zuellig Pharma stepped onto the hrX 2025 stage not just to present — but to provoke reflection, ignite action and inspire every HR leader in the room to ask: “How fast can we go there?”
With a refreshing blend of storytelling, strategy and subtle wit, Gonzales’ keynote, “Transforming HR for the Hybrid Workforce,” peeled back the layers of what it truly means to lead HR operations in a dynamic, digitally evolving world.
From Product to Experience: The Unboxing Truth
“Raise your hand if you’re excited to go on vacation,” Teejay opened — a light moment that set the tone for a deeper message: in HR and beyond, it’s not the product, but the experience that defines value.
Using ASMR unboxing and iPhone packaging as metaphors, he pointed out how great founders obsess over every detail of a journey — not just the destination. Much like the customer experience, HR must also deliver a seamless, emotional, end-to-end journey.
“The back of the fence is just as important as the front.” – Steve Jobs, as quoted by Gonzales
Anticipation Is the Future of HR Utility
Customer experience has many definitions. But for Teejay, it starts with one powerful world: Anticipation.
Referencing Anticipated Utility, a concept from behavioral economics, he applied this directly to HR: “Employees don’t just remember what they experienced —- they anticipate how your systems will make them feel.”
This insight reframes HR from a reactive department to a proactive experience designer, responsible for shaping emotional expectations at every touchpoint.
Standardization, Not Stagnation
“We’ve deployed so many HR systems, but the processes have remained the same.”
It was one of the most hard-hitting truths of his talk. Gonzales challenged HR leaders to stop glorifying outdated tools like Excel and Powerpoint in a world where AI and digital tools are already accessible.
He emphasized:
Standardizing end-to-end HR processes to ensure efficiency and consistency
Focusing on seamless, employee-centric workflows to drive organizational success
Harnessing digital HR to personalize the employee journey — not just automate it
HR is Not the Dumping Ground — it’s the Frontline
In one of the most memorable slides, he boldly declared:
“If no one wants to do it, give it to HR.”
The line drew laughter — but also quiet recognition from the audience. HR has long been the fallback department. But Gonzales flipped the script: this isn’t a burden; it’s an opportunity.
“HR can say no,” he reminded the crowd, affirming the power and agency HR leaders hold in shaping culture, accountability and transformation.
The Belief Systems That Keep Us Stuck
Teejay challenged the room to interrogate old belief systems:
“We tend to do things without even knowing why — especially in HR.”
He emphasized the importance of preserving institutional memory and keeping people who know the history — not for nostalgia, but for knowledge continuity.
“They know more than us, and we need them for the journey ahead.”
Be the Big Dog
Perhaps the most personal moment came when Gonzales shared a story from a town hall with his new boss. A room filled with 50 people, nervous to be late. When asked what department they were from, someone whispered: “We’re from HR”
His boss responded with firm encouragement:
“Be the big dog.”
Stop hiding. Start leading.
This moment wasn’t just motivational – it was a wake-up call for every HR professional to take space, own the narrative and drive strategic transformation across their organizations.
How Fast Can We Get There?
Teejay Gonzales didn’t offer a roadmap. He offered something better — a compass.
In a hybrid world, HR is no longer the quiet department at the back of the room. It is the engine of anticipation, the guardian of experience and the catalyst for innovation.
The final question he left us with wasn’t “What should we do?”
It was:
“Now that we know what’s possible.. How fast can we go?”
