Presentation on customer service and Nationwide's Candidate journey mapping in in 2015

1. "Experiencing your recruitment journey
through your candidates' eyes”

2. 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

3. Introductions
The team

4. Scope of the team
During the past 12 months
• 70,000 applications managed
• 5795 Hires or Offers made
• 48% internal moves and 52% external moves
• Of the 2966 new people who have been recruited into the business only 194 have
been recruited using an agency
Making sure our customers are happy is absolutely key when trying to identify the
right talent

5. What is great customer experience?
• Self Service
• Known product
• Safe and uniform experience
• Rough and Ready
• Noisy
• Good (Not great) food
• Excellent customer service

6. What is great customer experience?
In reality it differs for everyone; expectation management is absolutely key.

7. Customer service - why is it important?

8. 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.

9. Nationwide’s customer experience
so far
October 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

10. Who are our customers
Key Customers were split into two key categories:
• Candidates (Internal and External)
• Hiring managers

11. 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

12. 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

13. Higher or Lower
Customers Emotional Value
5
10
0

14. 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?

15. 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.

16. Any Questions?