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Robert Walters targeting 5% fixes and 'saying no nicely'

Having spent four months conducting "discovery" work at Robert Walters, new global head of customer experience Sinead Hourigan has identified key areas with room to improve and is now executing three major projects to enhance the candidate journey.

Hourigan, formerly a managing director at Robert Walters, was appointed to her new role earlier this year after exploring her options for new challenges in the company.

"I had a lot of conversations with senior leadership about future growth and what might come next for me within the context of the business. I didn't want to leave, but I wanted to try something new."

Her position is a newly created role, and she tells Shortlist it's "purely about extracting every last ounce of value we can from the way in which we communicate with people both internally and externally"...