Flexibility, financial wellness, and having a say in work-life balance are the most pressing issues for frontline workers worldwide, according to a new 10-country survey from UKG, a leading global AI platform unifying HR, pay, and workforce management.

Frontline workers — those who must be physically present to do their jobs, build products, or serve customers, patients, students, or residents — make up nearly 80% of the global workforce.

UKG found that 76% of frontline employees reported burnout in 2025. As conversations around work-life balance and employee experience often overlook this group, nearly half of frontline employees (47%) report that their organization operates with two separate cultures: one for frontline workers and one for everyone else.

Insights From UKG’s Global Frontline Workforce Study

UKG’s second-annual global frontline workers study, More Perspectives from the Frontline Workforce: A UKG Global Study on AI and the Employee Experience, surveyed 8,200 frontline employees across industries including retail, hospitality and food service, healthcare, logistics and distribution, manufacturing, the public sector, and field and contract services.

The study examined what frontline workers value most — from flexibility and financial stability to recognition and career growth — and identified the top five reasons frontline employees would quit their jobs.

Top Reasons Frontline Employees Would Quit

1. Financial Strain Persists

While fewer employees report living paycheck to paycheck compared to 2024 (56% in 2025 vs. 64% in 2024), low pay remains the number one reason frontline employees would leave their jobs.

• 51% of frontline workers in non-acute healthcare cite low pay as their top reason for quitting
• 44% in acute healthcare and 38% in long-term or aged care report the same

2. Schedule Flexibility Is Critical

After pay, work schedule flexibility is the second most important factor influencing retention.

• 50% say it’s difficult to change shifts when personal issues arise
• 57% can’t take as much time off as they’d like
• 58% of hospitality workers say their schedules prevent a healthy lifestyle

3. Limited Career Advancement

Twenty-eight percent of frontline employees say there are not enough opportunities to move up within their organization.

• 32% of government employees report limited promotion opportunities
• 22% of education employees say the same

4. Lack of Recognition, Rewards, and Benefits

Beyond pay and scheduling, frontline employees cite lack of recognition or rewards and lack of benefits (both at 26%) as major drivers of turnover.

• In retail, 29% cite lack of benefits
• 27% report lack of recognition or rewards

5. Limited Opportunities to Learn New Skills

Despite increased focus on upskilling, 20% of frontline employees report insufficient opportunities to learn new skills.

Notably, 36% of manufacturing frontline workers say they are actively learning new skills, including AI skills, to remain valuable and avoid displacement by automation.

Why These Insights Matter

“Frontline workers are shaping the customer experience, delivering the goods we want, and providing the services we need that make the world’s economy run,” said Rachel Barger, President, Go-to-Market at UKG.

“Understanding pain points such as lack of flexibility, limited visibility into schedules, challenges building skills for advancement, and ongoing financial strain is critical. This insight enables leaders to improve engagement and retention by knowing where to step in — and where technology can help ease the burden.”

How AI Can Support the Frontline Workforce

UKG notes that AI-led, mobile-first technology can significantly reduce friction for frontline employees by simplifying scheduling, enabling shift swapping, and providing on-demand access to earned wages — while also fostering connection and belonging.

UKG’s Workforce Operating Platform includes solutions such as:

• UKG Frontline Worker Network — delivers personalized guidance, incentives, and financial support through partners like Chime, TurboTax, and OnePay
• UKG® Advanced Scheduling — recommends best-fit employees for shifts based on availability, skills, and compliance
• UKG Talk® — enables easy communication between frontline employees, leaders, and teams
• UKG Talent Marketplace — connects frontline employees to new career opportunities while addressing labor gaps

AI as an Enabler, Not a Threat

“Contrary to many fears, this research shows that AI can play a crucial role in giving frontline workers flexibility, agency, and financial security,” said Josh Bersin, Founder and CEO of The Josh Bersin Company.

“When implemented well, AI gives frontline workers better information, greater flexibility, and more control over their daily work and financial lives.”

Looking Ahead

These frontline insights are especially critical as organizations prepare for workforce trends expected to reshape 2026, including the People-First AI Imperative, the Talent Ecosystem Reality, and the Employee Enablement Era.

While earlier UKG research focused on AI’s role in reducing burnout, this broader analysis highlights the deeply human factors — pay, flexibility, autonomy, growth, and recognition — that define the frontline employee experience.