Candidate Touchpoint Optimization

A smooth and thoughtful hiring process has far-reaching impact. But every once in a while, you come across a hiring manager who takes it to the next level. Not by doing anything flashy, but by mastering the fundamentals. Recently, I had the pleasure of working with a hiring manager who knocked it out of the park with candidate experience. The client had originally been trying to fill a role on their own. They were looking for someone with in-house experience in pharma or biotech, with experience working with cross-functional teams. From our very first kickoff call, it was clear this wasn’t going to be a typical search. The hiring manager came in prepared and focused. We aligned on the ideal candidate profile, compensation expectations, and interview logistics. We even discussed external factors that might slow things down, like summer vacations or competing priorities, and planned around them. Within just a week, we had strong candidates in play. But what made this process stand out wasn’t speed. It was intentionality. The manager designed a process that made each candidate feel seen and respected. It started with a 45-minute video screen (with a human, no AI here), followed by a series of 1:1 interviews with key stakeholders from both within and outside the department. Each panelist was briefed on the candidate’s background and assigned a different focus area to explore so interviews didn’t feel repetitive, and candidates weren’t asked the same questions by each person. Sadly, this approach is the exception vs. the norm in most interview processes. Hiring managers, take note! Before each round, candidates received a short, personalized briefing: who they were meeting with, what the conversations might focus on, and what to expect next. It sounds simple, but this small step made a big difference. It gave candidates the confidence to show up prepared and the space to have real, productive conversations, not just rehearsed polished talking points. The manager also prioritized closing the loop quickly. Candidates received timely updates and, when possible, constructive feedback. It wasn’t just courteous. It reinforced the company’s brand as a thoughtful and organized employer. Every touchpoint was handled with care. The result? Candidates walked away feeling like they were being recruited, not processed. Multiple people told me it was one of the best interview experiences they’d ever had. And it didn’t require bells and whistles. Just preparation, consistency, and a little bit of empathy. So often we overcomplicate hiring. But this process was a reminder that when you get the basics right—clarity, communication, respect, you don’t just make better hires. You build trust, elevate your brand, and turn candidates into advocates, whether they get the job or not. It’s not rocket science. But it is rare. And it’s something every team can aspire to. #interviewprocess #hiring #feedback

Candidates aren’t just applying. They’re collecting clues. They scroll through job ads. Skim your About page. Google your Glassdoor reviews. Ask friends. Scroll again. They’re asking: • What’s it really like to work here? • Will I be supported, or left guessing? • Will leadership show up—or disappear after the interview? Here’s the problem: most companies leave too many of those questions unanswered. And when they do answer? The messages don’t always line up. A flashy EVP on the website. A cold auto-reply after applying. An engaging recruiter call. A confusing onboarding. Disjointed experiences break trust fast. Candidates remember every gap. And they’ll walk away before you even know their name. That’s why mapping your employer brand touchpoints matters. Every single interaction is a signal. Every email, tour, policy, and welcome moment adds up. Good or bad, it all speaks. I put together this one-pager to show how touchpoints shape trust. From shallow to deep. General to personal. Quick impressions to meaningful moments (see article in the comment). Because experience design isn’t just for customers. It’s the foundation of how people choose where to work. Want to build trust? Start with the experience. Because a great employer brand isn’t one single moment. It’s the sum of every moment, every message, and every person involved: TA, hiring managers, IT, onboarding buddies, everyone. Which touchpoint do you think gets overlooked the most? #employerbranding #candidateexperience #experiencedesign #designthinking

Candidate experience is everything.  Yet few reverse-engineer it from the candidate touchpoints that matter most. The brilliant Adriano Herdman breaks it all down into two key sections: ↳ What candidate do ↳ What you should do Here’s the outcome and what you should do at each stage of the candidate journey: 1️⃣ Attract: Job Discovery & Initial Research • Optimize job titles and descriptions with the right keywords. • Keep your LinkedIn page active, regular updates make you easy to find. 2️⃣ Evaluate: Company Research • Write inclusive, mission-focused job postings that highlight real projects and challenges. • Design your careers page as a showcase of culture and impact, not just a list of openings. 3️⃣ Apply: Streamline the Process • Eliminate unnecessary fields, ask only what you need. • Ensure forms are mobile-friendly and finish in under five minutes. 4️⃣ Interview: Clarify Expectations • Send a detailed agenda with attendee names, formats, and timing. • Provide a candidate packet: role specs, team structure, and benefits overview. 5️⃣ Validate: Due Diligence Support • Keep Glassdoor and similar profiles up to date with honest feedback. • Showcase leadership on social channels, candidates want to see the people they’ll work with. 6️⃣ Connect: Peer Advocacy • Encourage current employees and alumni to share authentic insights. • Host virtual “coffee chats” or Q&A panels to give candidates real-world perspectives. 7️⃣ Confirm: Decision Support • Deliver concise offer letters that detail base, benefits, and next steps. • Assign a single point of contact to answer questions and expedite reference checks. Every touchpoint either strengthens or undermines your employer brand. Candidates either drop out - or have an excellent experience. There is rarely a middle ground. ♻️ Share this post with your Network to help them optimise their candidate experience. ➕ Follow Ben Henley for actionable tips on finding your best work.

Candidate Experience is not just about the big moments; the small touchpoints matter too. 💡 Start focusing on these commonly overlooked touchpoints and start attracting more qualified candidates: 1.    Streamline the Application Process Remove unnecessary questions and steps from your application form and make it mobile-friendly. 2.    Personalize the Process Stop using no-reply email addresses, use candidate names & pronouns in all communication, and be mindful of what days of the week you reject candidates. 3.    Set Clear Expectations Share details of the process and timeline, and help your candidates prep for interviews by sharing the interviewer’s profile and the topics that will be discussed before the interview. 4.    Timely Feedback Share feedback with candidates! There are a ton of ways you can do this without getting into legal trouble, so stop hiding behind that tired excuse… Your company’s reputation in the eyes of candidates plays a huge role in attracting qualified talent. #candidateexperience #talentacquisition

Here are 7 things we did to level up ⬆ our candidate experience in the last 12 months: 1️⃣ Job adverts 🔸 Create a consistent template across all roles 🔹 Focus on WHY candidates should apply, adverts should be an attraction tool not an assessment tool 🔸 Transparency on salary, our way of working, benefits on offer and interview process 🔹 Iterate on the "what are we looking for" section so it's as simple and clear as possible for people to rule themselves in/out 2️⃣ Video / Powerpoint Job Specs 🔸 For any candidate moving to TA screen we share a more detailed job spec 🔹 We've tried both video and powerpoint format - both well received 🔸 Front loading candidates with info - business context, reason for hire, info on the team/department, their roadmap/priorities/challenges etc 🔹 Candidates are able to better prepare themselves, ask more targeted questions and get more out of TA calls 3️⃣ Messaging templates 🔸 Review our messaging templates across the E2E process, from first to last touch points 🔹 Lead with empathy and putting ourselves in the place of the candidate 🔸 Be more transparent - our decision making criteria, how many applications we'd received, how many people were moving forward 🔹 Focus on value add - adding resources to help job seekers find roles as well as specific resources based on their skillset 🔸 Spoke to peers, shout out to Emily Sivey ✨ - massively levelled up our rejection messages. 4️⃣ Interview prep 🔸 Before every interview stage a candidate receives a clear agenda - purpose of interview, interviewers, duration, interview structure 🔹 Provide advice on how to approach questions (STAR framework) 🔸 Make adjustments to meet candidate's needs 5️⃣ Interview feedback 🔸 Every candidate that interviews with us gets personalised feedback 🔹 We've engineered our ATS to make sure interviewers submit feedback in an easy to use way for TA 🔸 95% of the time feedback is provided same day or within 24 hours 6️⃣ Educate the business 🔸 Make sure hiring teams are clear on the WHY, why candidate experience is so important 🔹 At the start of each hiring process we set clear expectations with hiring teams on 24 hour turnaround SLA's 🔸 Delivered training with a focus on candidate experience 🔹 Shared success stories and positive feedback from candidates 7️⃣ Act on candidate feedback 🔹 We ask every candidate for feedback, reviewing our NPS monthly and their comments 🔸 We experiment and try new things to see how that impacts NPS 🔹 We write to candidates who have a negative experience to understand why and ask for ideas on how to improve What have other TA's done to improve candidate experience? Share in comments. 🙏 #talentacquisition #candidateexperience #candidates #recruitment