As Gen Z approaches a third of the global workforce by 2030, their experiences on the frontline are raising red flags for employers worldwide. A new study by UKG, surveying nearly 13,000 frontline workers and managers across 11 countries, reveals that Gen Z employees feel the most strain, citing burnout, lack of flexibility, and a disconnect in workplace culture.
The majority of Gen Z feel that frontline roles don’t provide adequate flexibility, a key factor they believe would improve their work experience.
While frontline work typically requires physical presence, Gen Z workers express a strong desire for more control over their schedules and workloads. This demand for flexibility isn’t without reason: 83% of Gen Z frontline employees report burnout, outpacing the 75% rate among all frontline employees. Moreover, 36% of Gen Z workers say they would quit due to the negative impact of their roles on their mental and physical well-being.
The report also reveals that 58% of Gen Z employees would rather gain more vacation time than a pay raise, while nearly a third would forgo a promotion for an additional week of paid time off. These findings emphasise Gen Z’s importance on time and work-life balance over traditional incentives.
Specific challenges stretch across generations—72% of Gen Z employees and 62% of all frontline workers report that workplace interactions negatively impact their mental health. Additionally, 71% of Gen Z workers would consider quitting due to poor interactions with managers, co-workers, or customers.
More than half (54%) of organisations with frontline employees now offer flexible options like self-scheduling, and other adjustments such as shift trading, compressed workweeks, and job-sharing are becoming more common.
Despite these efforts, a disconnect persists, with 49% of frontline employees feeling that separate cultures exist for frontline and corporate staff. However, the study shows promising signs of progress: 20% of frontline employees have tenures of over ten years, and a strong majority (81%) feel psychologically safe at work.