Using Digital to make Candidate Experience our Compass

July 7th 2016Neil Chivers

Employer Brand Manager Virgin Media

If I’d been presenting to you 2 years ago things would have been very different…. 3 May 2023 2

BBC News January 2015

• 30.8 million people in work (record high)• Employment rate – 73%• Record number (14.4 million) and rate

(68.1%) of women in work• 690,000 jobs available in the economy at

any one time – not seen since 2008

But something very unique happened 2 weeks ago today3 May 2023 3

In these matters the only certainty is that

nothing is certain- Pliny The Elder

If I was speaking to you 4 years ago things would have been even more different… 3 May 2023 4

Candidate Experience“Seriously, this is really rubbish. I was so angry we have ditched

our Virgin Media and, this morning, signed up with Sky. It was

always an awful customer service, and it appears you treat potential

staff not much better” – NPS Feedback

“Candidates are the ultimate consumers of your brand”

How do we provide detailed feedback to Candidates we reject?

Initial Brief

How do we be the good guys?How do we help and support people?

How can we use Digital for Good?

Evolved into…

“How do we become famous

for Candidate Experience?”

Oh, and of course there was the business case for investing in Candidate Experience

Show me the money

3,000 survey responses (n=2%) 1622 detractors

540 from our sample survey are/were a customer

-29

7416

18%

Number of customers who we can estimate, left Virgin Media as a direct result of their recruitment experience in 12 months

178 of the detractors were customers, who have disconnected in a short space of time since their recruitment experience (50/50 split Mobile/Cable)

6%

Source; e-digital & Axciom (June 2015)

£4.4m

CHURN

2,460 were not customers82%

5%

Number of applicants we can estimate will not be a customer102.5k £3.1m

NET ADDS

sales conversion rate £50

ARPU12 month contract

What did we do?

CX Journey•Thinking?•Feeling?•Pain Points?

•Validation?•Digital First?

The Solution

Bespoke, Engaging, Sharable and Measurable content

The biggest roadblock to candidates changing jobs:

3 May 2023 21

Source: LinkedIn UK Talent Trends June 2016

Real Time Data:

So, where are we right now?

https://lists.linkedin.com/2016/top-attractors/en/uk

Candidate NPS June 2016: +24.5 (n=572)

So, what’s next?

Candidate Experience is Our Compass

“For my part I know nothing with any certainty, but the sight of the stars makes me dream.”

- Vincent Van Gogh

Certainty in Uncertain Times?