Lloyds Banking Group (LBG) is a leading UK financial services group that includes Lloyds Bank, Halifax, Bank of Scotland and Scottish Widows. LBG has been partnering with PeopleScout for over 20 years, making it one of our longest-standing client relationships.
SCOPE & SCALE
What started as a Talent Advisory engagement has now expanded to include end-to-end volume Recruitment Process Outsourcing (RPO) services, with over 1,500 hires annually across 16 sites, 50 shift patterns and multiple banking brands.
Twelve years ago, we began supporting LBG with candidate management within their Emerging Talent programme to attract more graduates and interns into the LBG workforce. As recognised leaders of employer brand and candidate experience, our Client Delivery team presented some recommendations to the organisation on how they could improve their hiring journey based on ad-hoc feedback received while interacting with early careers candidates.
“The PeopleScout team are proactive in talking to us about new ideas and at the same time are brilliant at being reactive to business hiring needs. PeopleScout are a true trusted partner and have been fundamental to our hiring delivery and service for over 20 years.”– Caroline Davis, Senior Resourcing Manager, Lloyds Banking Group
Crafting a Better Candidate Experience
We started by creating a candidate experience audit to measure the informal comments we’d heard. Through a series of internal and external focus groups with graduates and interns who had recently been through the recruitment process, we identified gaps in the candidate communication schedule. Candidates revealed that they were often unsure of where they were in the process, what was coming next and how they should prepare.
With our client first, not process first philosophy, we created a customised plan to address these concerns. We produced a candidate journey guide to help the candidates understand each step of the process. To go along with this, we developed a content plan to provide candidates with the right information at the right time, keeping them informed about next steps.
Supporting the DE&I Directive
We also took the opportunity to boost candidate engagement by personalising email communications and adding visual content which promoted organisational programmes that would appeal to this young audience, like their well-being initiatives. In addition, to support LBG’s DE&I directive, we chose to highlight stories about women and BAME employees—especially those in finance and technology focused roles—to decrease the likelihood of these candidates dropping out of the funnel.
Implementing Candidate NPS
Since we’re always focused on delivery, we implemented a new candidate Net Promoter Score® (NPS) survey to measure the candidate experience and uncover more opportunities for improvements going forward. All candidates, whether hired or not, are asked how likely they are to recommend LBG as a potential employer based on their recent experience with the LBG early careers recruitment programme.
Since taking on the management of the Emerging Talent programme for Lloyds Banking Group, we generated a 36% increase in total applications from the previous year, with 39% from female candidates and 47% from candidates from a BAME background.
The new candidate survey provided a candidate NPS of 57, which is considered excellent.
“The PeopleScout team are proactive in talking to us about new ideas and at the same time are brilliant at being reactive to business hiring needs. PeopleScout are a true trusted partner and have been fundamental to our hiring delivery and service over the last 20+ years.”– Caroline Davis, Senior Resourcing Manager, Lloyds Banking Group