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Randstad is a Dutch multinational human resource consulting firm headquartered in Diemen and today it operates in 39 countries and has 65 operational companies around the world. The main focus of the customer experience management team (CXM) is to design and implement a journey framework globally so that entire customers (Talents and clients) can have a seamless service experience in the entire branches around the world.
My direct colleagues at Randstad were service designers, journey managers and voice of customer specialists (VoC). We were mostly in touch with stakeholders from different countries and worked closely with them on different projects. Our main goal was to establish a customer-centric approach for such a big organization and bring customer-centric prioritization and decision makings.
1. Service design project
Challenge: How might we provide feedback to all the rejected talents?
My contribution
1. Prepare set of digital workshops
2. Co-facilitate workshops for
stakeholders from different countries to understand problems and issues
3. Structure and interpret findings
4. Co-design initiatives as solutions
2. Independent contractor
My contribution
1. Co-prepared and co-facilitate workshops together with SD from Koos and other SD
2. analyse the workshop outcomes
3. Design set of concepts with different value propositions for the stakeholders.
Challenge: How to define a value proposition and business case for ICs (or freelancers) within Randstad globally.
3. Talent and client personas
how to define Personas for Talent and Clients profiles globally?
My contribution
1. Worked with need-based personas following Koos SD agency methodology.
2. Analysing data and interviews and define different tensions
3.Define profiles and validate them
4. Employee experience
how to build a journey framework for employees working for Randstad that is general and also specific enough?
My contribution
1. Conduct desk research.
2. Made employee journey based on desk research.
3. interview with global employees
(together with UX researchers)
4. analyse and interpret data with the service designers and UX team.
5. created journeys with needs, gains and pains.
6. Making qualitative data actionable with quantitative data
7. Involve the stakeholders since the beginning and have regular meetings with HR stakeholders to design the framework in a way that is useful to them.
I loved the diversity and creative vibe of the CoE team.
I learnt a lot from every one of my teammates.
1. Facilitate workshops with the team to define communication strategy for the rest of the organisation (operational companies) and promote the CXM team and human-centred way of working.
2. Define different communication categories, moderate the content, write articles and post it in Randstad Interanet.
How might we promote a customer experience management team within a big organisation like Randstad? how to promote human centred approach?
5. CXM connect channel
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