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Achieving speed, scale, and impact with a Candidate Experience Diagnostic
Case study
Uber is the largest ridesharing company worldwide offering trips on demand, food delivery, courier services and freight transportation. Operating in 70 countries and over 10,000 cities worldwide, Uber connects the physical and digital worlds, with frictionless experience at its core.
Uber commissioned Robert Walters to conduct a Candidate Experience (CX) Diagnostic of the end-to-end hiring journey at Uber to help ensure a consumer-grade experience is offered to candidates.
- Service: Candidate Experience Diagnostic
- Industry: Transportation
- Size: Large global business
A Candidate Experience success story
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7
different stages of the recruitment process analysed
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31
opportunities identified to enhance candidate experience
-
30
actionable recommendations for transformational change.
-
30
days turnaround from research to project delivery
The challenge
Uber sought a deeper understanding of the candidate experience offered to job seekers and applicants to professional job vacancies at Uber. Uber’s own insights and intelligence indicated inconsistent candidate experience and satisfaction levels and wanted to understand the current strengths and weaknesses as well as actionable recommendations to enable a best-in-class talent acquisition proposition.
Setting up the partnership
The Candidate Experience (CX) Diagnostic from Robert Walters aligned with a broader transformation initiative seeking to optimise and enhance all elements of the talent acquisition process. Uber sought an independent, impartial partner to provide expert analysis and insights to support the transformation.
The solution
Robert Walters’ CX Diagnostic applied a proprietary science-based, research and data-led framework to assess the end-to-end recruitment process, identifying candidate journey pain points, barriers and opportunities to enhance the candidate experience.
The diagnostic segments the candidate experience journey into three pillars: Attract, Engage and Convert. The diagnostic then examines each element of the candidate journey through four CX lenses: speed, transparency, user experience (UX) and perception.
Delivered by our experienced Innovation, Brand and CX Practitioners, this end-to-end audit analyses the current recruitment candidate journey process through 7 different stages:
- Pre-apply
- Job discovery
- Careers page
- Search & match
- Job adverts
- Job applications
- Talent pool development
Recommendations included
- Utilisisation of consumer-focused social channels as talent acquisition channels.
- Review of Glassdoor/peer review approach and strategy. These channels have the potential to act as a source of informed, engaged talent. Conduct a listening audit and establish ownership.
- Review of benefits communication and navigation whilst also ensuring a localised approach to cater for regional differences.
- Explored how AI-powered chatbots or live chat could addvalue to candidate and potentially minimise the impact of a globalised careers website.
- Creation of a workstream to improve the rejection experience.
Client testimonial
"Continually improving the candidate experience at Uber is our North Star in Talent Acquisition. It’s our obsession and so much work goes into constantly evaluating the candidate journey to see what works and what can be improved whilst keeping pace with changing candidate sentiment and change. However, it was truly enlightening to engage with Robert Walters as an external partner was not only a fresh pair of eyes but a tremendous amount of expertise in the space. The key thing for us is to identify actionable items that we can make happen at speed and at scale with impact, so to be able to achieve this with the diagnostic approach was fantastic.”
Matt Yates
Talent Acquisition Director
Uber
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