"Experiencing your recruitment journey through your candidates'

eyes”

Agenda

•Introduction – A bit about me and Nationwide’s resourcing team•What is great customer experience•Why is great customer service important•Nationwide’s journey so far!

• Defining your resourcing customers• Mapping your candidate experience

•Resourcing’s customers of the future•Takeaways•Any questions

IntroductionsThe team

What is great customer experience?

• Self Service• Known product• Safe and uniform experience

• Rough and Ready• Noisy• Good (Not great) food• Excellent customer service

What is great customer experience?

In reality it differs for everyone; expectation management is absolutely key.

Customer service - why is it important?

Customer service - why is it important?

•82% of people have left a company because of a bad customer service experience.•On the other hand, creating good customer experiences and happy customers delivers a big -- and predictable -- return on investment: Happy customers, on average, tell nine people about their experiences.

Nationwide’s customer experienceso farOctober 2014 – The Problem“Improving the Candidate and Hiring Manager experience is also a key area of focus for the Resourcing function and is drawn out in the Resourcing strategy 2013 – 2018 as one of the fundamentals of the strategy - Enhancing our Candidate/Hiring Manager Experience”

The Approach•Engaged the experts – Customer service analytics team •Identifying our key customers•Mapping the journey – walking in our customers shoes•In depth independent analysis of findings•Short / medium and long term recommendations

Who are our customers

Key Customers were split into two key categories:• Candidates (Internal and External)• Hiring managers

Walking in our Customers shoes

Workshops were facilitated for each category

Candidate Journey – This was mapped by candidates, the recruitment team and hiring managers to reflect their respective viewpoints

Hiring Manager Journey – This was mapped by the recruitment team and by hiring managers

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

Higher or Lower

Customers Emotional Value

5

10

0

Resourcing’s customer of the future

Questions that I believe need to be considered for the future:•Will customers emotional triggers change when it comes to looking for a job?•What role does technology have in improving a customer or candidates experience?•Will resourcing customers see candidate experience as important or more important in the future when it comes to making career choices.

With all of the above considered:

Should customer experience be a key element of your resourcing strategy?

Takeaways

1. As Resourcing professionals, we have a unique opportunity to positively influence our candidates career choices. Don’t waste that! #gamechangers

2. Empathy, Appreciation and Helpfulness are key elements to delivering a great customer experience. Resourcing is not a transaction from the Customer’s perspective

3. When thinking about the technology you implement and how you want potential talent to engage with your brand, consider whether it will improve or worsen their experience.

Any Questions?