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Robert Walters seeking "voice of client" to guide future strategy

Robert Walters is embarking on a major research project to improve its client engagement and help determine where the organisation's future focus should lie, alongside using data to unearth "surprising" new sources of talent, according to global head of customer experience Sinead Hourigan.

After moving from a local MD role to her new global position earlier this year, Hourigan began talking to senior leaders across the business about what was working, and what could be improved, across the three areas of clients, candidates and colleagues, first tackling work on improving the candidate experience.

The next step, early next year, is rolling out "the biggest piece of research that we've done globally in the context of our client engagement", she tells Shortlist.

The "voice of client project" is focused not only on improving existing delivery mechanisms to meet clients' needs, but looking at other areas of engagement clients might like to see, and new service lines the business could add to its offering. The aim is to maximise "the opportunity to work with our clients across the whole lifecycle rather than just the recruitment services offering", Hourigan says...