#FIRMday Lon 22nd Oct 2015 - Rob Taffinder Nationwide - Experiencing your recruitment journey through your candidates eyes
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#FIRMday Lon 22nd Oct 2015 - Rob Taffinder Nationwide - Experiencing your recruitment journey through your candidates eyes
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#FIRMday Lon 22nd Oct 2015 - Rob Taffinder Nationwide - Experiencing your recruitment journey through your candidates eyes
- 1. "Experiencing your recruitment journey through your candidates' eyes”
- 2. Agenda •Introduction– AbitaboutmeandNationwide’sresourcingteam •Whatisgreatcustomerexperience •Whyisgreatcustomerserviceimportant •Nationwide’sjourneysofar! • Definingyourresourcingcustomers • Mappingyourcandidateexperience •Resourcing’scustomersofthefuture •Takeaways •Anyquestions
- 4. What is great customer experience? • SelfService • Knownproduct • Safeanduniformexperience • RoughandReady • Noisy • Good(Notgreat)food • Excellentcustomerservice
- 5. What is great customer experience? Inrealityitdiffersforeveryone; expectationmanagementisabsolutely key.
- 6. Customer service - why is it important?
- 7. Customer service - why is it important? •82%ofpeoplehaveleftacompanybecauseofabadcustomer serviceexperience. •Ontheotherhand, creatinggood customerexperiencesand happycustomersdeliversabig--andpredictable--returnon investment: Happy customers, on average, tell nine people about their experiences.
- 8. Nationwide’s customer experience so far October 2014 – The Problem “ImprovingtheCandidateandHiringManagerexperienceisalsoakey areaoffocusfortheResourcingfunctionandisdrawnoutinthe Resourcingstrategy2013– 2018asoneofthefundamentalsofthe strategy-Enhancing our Candidate/Hiring Manager Experience” The Approach •Engagedtheexperts– Customerserviceanalyticsteam •Identifyingourkeycustomers •Mappingthejourney– walkinginourcustomersshoes •Indepthindependentanalysisoffindings •Short/mediumandlongtermrecommendations
- 9. Who are our customers Key Customers were split into two key categories : • Candidates(InternalandExternal) • Hiringmanagers
- 10. Walking in our Customers shoes Workshopswerefacilitatedforeachcategory Candidate Journey – Thiswasmappedbycandidates, therecruitmentteamandhiringmanagerstoreflect theirrespectiveviewpoints Hiring Manager Journey – Thiswasmappedbythe recruitmentteamandbyhiringmanagers
- 11. How did we map these journeys? Activity 1 Value to Customer Activity 2 Activity 3 Activity 4 Activity 5 Customer Expectations Customers Emotional Value Potential areas for improvement
- 12. Higher or Lower Customers Emotional Value 5 10 0
- 13. Resourcing’s customer of the future Questions that I believe need to be considered for the future: •Willcustomersemotionaltriggerschangewhenitcomesto lookingforajob? •Whatroledoestechnologyhaveinimprovingacustomeror candidatesexperience? •Willresourcingcustomersseecandidateexperienceasimportant ormoreimportantinthefuturewhenitcomestomakingcareer choices. Withalloftheaboveconsidered: Should customer experience be a key element of your resourcing strategy?
- 14. Takeaways 1.AsResourcingprofessionals, wehaveaunique opportunitytopositivelyinfluenceourcandidates careerchoices. Don’twastethat! #gamechangers 2.Empathy, AppreciationandHelpfulnessarekey elementstodeliveringagreatcustomer experience. Resourcingisnotatransactionfrom theCustomer’sperspective 3.Whenthinkingaboutthetechnologyyou implementandhowyouwantpotentialtalentto engagewithyourbrand, considerwhetheritwill improveorworsentheirexperience.
- 15. Any Questions?
Notes de l'éditeur
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
- Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April Refresher training is designed to up skill the internal resourcing team to with the aim of : Increase the skills in the team and standardise our practice as a department Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers. Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered. Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers. The first refresher training will be the new Selecting the Best course. Assessor training / hubs This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.