The interview is the place where any company can win against any talent competitor. Win your candidates by being fast. Win them by being smooth. Win them by making them feel special. Win them by letting them experience the best of your company and your brand at every step in their candidate journey. Win by design. Companies who are great at this are intentional about it and leave nothing to chance. They masterfully design each step in the candidate journey and ensure their people, systems, and processes support the intended experience. And you can do it too. We’ll show you how.
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Candidate Experience: A Better Candidate Experience, By Design
1. A Better Candidate Experience, By Design
Kirsten Davidson Naba Ahmed
With: Moderated by:
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Candidate Experience
Webinar Series
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https://www.humanresourcestoday.com/webinar-series/candidate-experience/
https://www.recruitingbrief.com/webinar-series/candidate-experience/
4. About Kirsten Davidson
As a senior partner at Employera, Kirsten leads a multi-disciplinary team of employer branding, candidate
experience design and employee engagement experts who focus on helping companies attract, hire and keep the
right people. Her team has helped companies across many industries redesign their candidate experience in order
to fill roles faster and improve candidate perception. Prior to Employera, she was head of employer brand at
Glassdoor, where she designed best practices and consulted on the use of the platform, cultural evolution, and
organizational change to improve employer reputation for brands global brands.
About Naba Ahmed
Naba went to Cal Poly, San Luis Obispo and majored in Journalism and minored in Integrated Marketing
Communications. After working as Editor-in-Chief at the campus newspaper, she became interested in developing
content across multiple platforms, and now works as a Content Marketing Specialist at Aggregage, providing some of
the most interesting thought-leaders across a wide variety of industries with a space to celebrate the diversity, depth,
and experience of their professional cultures, personalities, and passions.
Candidate Experience
Webinar Series
7. 80%–90% of talent say a positive or negative
candidate experience can change their minds
about a role or company.
Recruiting Brief, 2019
Employera
8. Nearly 60% of job seekers have had a
poor candidate experience, and 72%
haves shared their experience on online
employer review sites such as
Glassdoor.
LinkedIn
Employera
9. You can’t authentically represent your brand if
you don’t intentionally design an
experience that represents your brand
Employera
12. Make the business case
Employera
• Fill your open roles faster
• Improve your offer acceptance rate
• Positively influence candidate perception of your organization
• Improve the caliber of your candidate pool
• More strongly convey the career opportunities at your organization
• Create a more efficient and productive experience for your internal hiring teams
15. Employera
See what gaps emerge in the
candidate's journey and where there
are opportunities to improve
Insights
Learn about the candidate and their
experience, along with the current
processes, people, and systems that
influence the current experience
Discovery
Co-create solutions that improve the
candidate's experience and designate
roles and responsibilities
Co-Design
Pilot quickly and gather feedback
from your users to make
improvements and iterate
Pilot & Iterate
People-centered approach
22. Employera
Co-design
• Interviewer 1-
pager: Process,
R&R,
expectations
• Candidate prep
packet
• “Just in time”
emails - key
things to do
• Scheduling
automation
• Communications
plan
• Interviewer
training
• Deliver on
candidate
experience
commitment
• Improve feedback
form, automate
process
• Streamline
decision process
• Close the loop
with candidate -
Candidate
checklist
• Communications
plan
• Alignment on
salary band
during intake
• Reduce number
of approvals
needed
• Deliver on
candidate
experience
commitment
• Deliver on candidate
experience
commitment
• Communications plan
• Process and timeframe
alignment with other
departments
• Intake
template/process
• Hiring Manager
1-pager: outlines
Candidate
experience,
expectations,
processes,
timelines R&R,
candidate checklist
Today Everyone is doing something.
Most of the time it's designed from the companies perspective - to screen people out, be efficient, get down to brass tacks, without much thought to the experience they are giving to candidates.
Good companies invest
This is 100% within your control. This is where you win.
How important it is…
In addition to it being important, it goes public.
Best employers are rethinking the whole thing, putting the person in the center, optimize people, systems and processes to bring this to life. Some might work with what they have, others are ripping and replacing. We call this. Intentional. Experience. Design.
The challenge is there are a lot of people involved in the many touch points, many unaware of the impact on a candidate, and not aware of the candidates impact on them. And they don’t think it’s their job to care about it.
So how do you get them all aligned? First you have to get them in the same room. How do you do that? You get them all in the same room.
Key factors in designing a better candidate experience
There are a lot of schools of thought. Ultimately, it’s a process for problem finding, and problem solving. Ideo has 3 steps, the D school at Stanford has 5. One of my business partners is a lecturer in Design Thinking the Cal Berkeley’s Hass School of Business. They use a 4 part model. But the key elements of each are
That its human centered - in this case, it’s the candidate. You have to understand their perspective.
It’s collaborative. You get all the people in the room who have an invested interested in improving it.
Then they work together to solve it. This has a really powerful impact on ownership.
You iterate.
Ok let'
Understand the candidate experience:
Inconsistencies in the process and/or experience
Inefficiencies in scheduling the interview
Not enough human connection
Too much time between each step
No ability to track candidates through each stage
Not enough hiring manager input and adoption of the process
Broken links
Poor reviews on Glassdoor
Now that you’re prioritized, co-design the experience
This slide shows an example where the prioritized touch points are redesigned
Now taking those insights, draw out the journey. All your touch points. And from the data start to plot the experience.
Are they the right people? Are they trained?
Live example we prioritized. In one recent assignment we found one big issue, was the intake meeting. Second, interviewers weren't prepped. Interviewers didn't understand they represented the brand. This can be a stressful experience for the candidate. So even when they aren't selected....
Standardize around things that delight candidates whether or not they accept a job. If you want to do your brand a favor, give an experience that everyone will love.
Get from your own workforce:
Survey, focus groups,
Subscribe to services within LinkedIn
There's a planning process for planning and rolling out a new process. These are Tools, training, accountability
Is there a way we might show this? or what if we just put logos/graphics of the ways you can test:
Focus groups
Surveys
Glassdoor
1:1s