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Provoke: Using Digital to make Candidate Experience our Compass


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Neil Chivers, Employer Brand Manager at Virgin Media describes how they have transformed their candidate experience.

Published in: Business
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Provoke: Using Digital to make Candidate Experience our Compass

  1. 1. Using Digital to make Candidate Experience our Compass July 7th 2016 Neil Chivers Employer Brand Manager Virgin Media
  2. 2. If I’d been presenting to you 2 years ago things would have been very different…. 13 July 2016 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
  3. 3. But something very unique happened 2 weeks ago today 13 July 2016 3 In these matters the only certainty is that nothing is certain - Pliny The Elder
  4. 4. If I was speaking to you 4 years ago things would have been even more different… 13 July 2016 4
  5. 5. 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
  6. 6. “Candidates are the ultimate consumers of your brand”
  7. 7. How do we provide detailed feedback to Candidates we reject? Initial Brief
  8. 8. How do we be the good guys? How do we help and support people? How can we use Digital for Good? Evolved into…
  9. 9. “How do we become famous for Candidate Experience?”
  10. 10. Oh, and of course there was the business case for investing in Candidate Experience Show me the money
  11. 11. 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
  12. 12. 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 ARPU 12 month contract
  13. 13. What did we do?
  14. 14. CX Journey •Thinking? •Feeling? •Pain Points? •Validation? •Digital First?
  15. 15. The Solution
  16. 16. Bespoke, Engaging, Sharable and Measurable content The biggest roadblock to candidates changing jobs: 13 July 2016 21 Source: LinkedIn UK Talent Trends June 2016
  17. 17. Real Time Data:
  18. 18. So, where are we right now?
  19. 19. Candidate NPS June 2016: +24.5 (n=572)
  20. 20. So, what’s next?
  21. 21. Candidate Experience is Our Compass
  22. 22. “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?