TrueBlue’s PeopleScout Employer Brand Study Finds Critical Gaps in Candidate Experience 

New research from PeopleScout’s Outthink Index reveals a growing gap between job seeker expectations and employer brand delivery 

TACOMA, Wash.—August 27, 2025—TrueBlue (NYSE: TBI), a leading provider of specialized workforce solutions, today announced the release of a new research report from its global talent solutions brand, PeopleScout. Powered by PeopleScout’s proprietary Outthink Index, the first standardized benchmarking tool for employer brand effectiveness, the study uncovered significant gaps between candidate expectations and the experiences employers currently provide. 
 
The Employer Brand Reality Check research report provides vital insights into how organizations can improve their employer brand to attract and engage top talent in an increasingly competitive labor market—from optimizing for mobile and streamlining applications to amplifying authentic employee storytelling and preparing for increasing AI adoption among candidates. 

Analyzing over 230 U.S.-based companies and more than 500 recent job seekers nationwide, the report identifies critical gaps across the candidate journey, highlighting areas where employers can improve engagement and conversion in an increasingly competitive labor market. 

Key findings from the study include: 

  • Mobile Is Non-Negotiable: 91% of job seekers apply via mobile devices; 30% exclusively use mobile. Among skilled trades professionals, mobile-only usage rises to 39%. 
  • AI Gaining Ground at the Top: While just 7% of overall candidates report using generative AI tools in their job search, adoption jumps to 29% among VP and executive-level candidates.  
  • Authenticity Gap Erodes Trust: Nearly half (47%) of candidates say employee-featured content is inadequate; 7% never see real employee content at all. 
  • Application Fatigue Threatens Conversion: Over one-third (37%) of applications take more than 20 minutes to complete, a growing deterrent, especially for hourly roles. 
  • Values Missing in Action: 38% of candidates say job postings fail to clearly communicate company values, despite values ranking among the top three factors in application decisions. 

“Our Outthink Index research highlights the critical need for employers to modernize their candidate engagement strategies and ensure their employer brand reflects the values and experiences that today’s job seekers expect,” said Taryn Owen, President and CEO of TrueBlue. “Insights like these reinforce our commitment to helping clients deliver greater value, thrive in a rapidly evolving talent landscape, and advance our mission to connect people and work. At TrueBlue, we are redefining how employers and talent connect, combining technology, creativity, and deep industry expertise to help our clients attract, engage, and retain the next generation of workers.”

Developed by PeopleScout’s in-house talent advisory experts, the Outthink Index assesses nine dimensions of employer brand excellence—from search visibility and application experience to employee value proposition and social authority. Companies are evaluated through an authentic candidate journey, including job application submissions, to ensure results reflect authentic job seeker experiences.

“The Outthink Index empowers organizations with actionable, data-driven insights into the critical elements of their employer brand—moving beyond intuition to deliver real, measurable improvements,” said Rick Betori, President of PeopleScout. “These insights enable employers to confidently strengthen their brand to compete more effectively for top talent.”

Access the full research findings here

About TrueBlue 

TrueBlue, Inc. (NYSE: TBI) is transforming the way organizations connect with talent in an ever-changing world of work. As The People Company®, we put people first – connecting job seekers with meaningful opportunities while delivering smart, scalable workforce solutions for enterprises across industries and worldwide. Powered by innovative technology and decades of expertise, our brands – PeopleReady, PeopleScout, Staff Management | SMX, Centerline, SIMOS, and Healthcare Staffing Professionals – offer flexible staffing, workforce management, and recruitment solutions that propel businesses and careers. Discover how we’re shaping the future of work at www.trueblue.com

Press Contact 
Taylor Winchell 
pr@trueblue.com 
1-253-680-8291 

The Definitive Guide to Recruitment Marketing: A Primer for Talent Acquisition Leaders

The Definitive Guide to Recruitment Marketing

A Primer for Talent Acquisition Leaders

Today’s empowered candidates wield unprecedented choice, ruthlessly demand employer transparency, and seek to expose workplace realities through reviews and social media posts. But this seismic shift is also creating unprecedented opportunity: strategic marketing principles, magnetic employer branding, and transformative candidate experiences that turn talent scarcity into competitive advantage.

This ebook, The Definitive Guide to Recruitment Marketing: A Primer for Talent Acquisition Leaders, is your roadmap to building a magnetic talent attraction strategy now and into the future.

In this ebook, you’ll discover:

  • What’s driving the shift from reactive recruiting to proactive talent marketing
  • Why your current recruitment marketing approach is capturing only a fraction of available talent
  • Emerging strategies for building compelling employer narratives that resonate globally
  • Techniques to balance technological advancement with authentic human connection in candidate engagement

Download your copy today and position your organization at the forefront of talent acquisition innovation for years to come.

[On Demand] New Rules for a New Reality: Early Careers Assessment for Tomorrow’s Workforce

[Webinar On-Demand] New Rules for a New Reality

Early Careers Assessment for Tomorrow’s Workforce

The early careers recruitment landscape has been turned upside down. With hiring volumes slashed, companies are inundated with hundreds of applications for just a handful of positions. Sprinkle in some Gen AI, and it’s a whole new game.

Is it time to throw away the old early careers recruitment rulebook?

Join PeopleScout’s Head of Assessment Design, Amanda Callen, and Talent Solutions Director, James Chorley, for an eye-opening session that reveals how TMP Worldwide partnered with PeopleScout Psychologists to rewrite the rules and create a future-ready approach for early careers assessment.

Discover how they built their bold new assessment model from scratch, processing massive applicant volumes while being budget-friendly and genuinely engaging. Built to be Gen AI-resilient, highly inclusive, and perfectly tailored to attract creative talent, this wasn’t about playing it safe; it was about having the courage to build something entirely new.

In this webinar, we’ll cover:

  • How to identify which “rules” in early careers assessment are actually worth following in 2025 and beyond
  • Modern strategies for efficiently sifting through massive applicant volumes to uncover hidden gems
  • Practical approaches for building evidence-based, bespoke assessment processes
  • The daring design features that made TMPW’s assessment a standout success
  • How to create an early careers assessment that’s not just fit for the future—but ahead of it

Beyond the Beaten Pathway: Creative Assessment for TMP Worldwide’s Emerging Talent Search

Beyond the Beaten Pathway: Creative Assessment for TMP Worldwide's Emerging Talent Search

Graduate Assessment

Beyond the Beaten Pathway: Creative Assessment for TMP Worldwide’s Emerging Talent Search

Discover how PeopleScout designed an innovative graduate assessment process for TMP Worldwide’s new development programme. Our reciprocal choice model, Gen AI-resilient tools, and bespoke selection stages that achieved 100% offer acceptance while identifying future leaders who aligned with company values.

100 % attendance rate for the assessment centre
100 % offer acceptance rate
Gen AI resilient assessment process
Gen AI resilient assessment process

Situation

TMP Worldwide—a transformative, multi-award-winning advertising agency that dominates UK media buying, employer branding, recruitment marketing, and resourcing—had big plans. They’d created a brand-new two-year graduate development programme designed to cultivate their next generation of leaders. The catch? Just three coveted spots were available.

While TMPW had successfully designed and delivered numerous graduate assessment processes for their clients, this was the first time TMPW was running a scheme of their own. Unlike a typical graduate scheme with rigid degree requirements or university hierarchies, TMPW’s Graduate Pathway was designed to find graduates with a different mindset who could maximise every learning opportunity and emerge as genuine trailblazers.

They were working with shorter-than-usual timescales and needed maximum return on investment. The challenge was on to design and deliver a bespoke, forward-focused and cost-efficient early careers assessment process to unearth three brilliant graduates.

With no historical data to lean on and an evolving early careers landscape, the process had to be flexible enough to scale up or down based on unknown application volumes—all without affecting costs or timelines. Plus, they needed to stay ahead of the curve with Gen-AI-aware design features that would protect the process from unwanted disruption from candidates potentially using Gen AI to exaggerate or misrepresent their skills.

Solution

PeopleScout’s Assessment Psychologists crafted a bespoke, end-to-end selection process that brought TMPW’s unique proposition to life. This wasn’t about adapting existing frameworks—this was industry-first thinking that gave candidates multiple opportunities to showcase their strengths through an engaging, informative experience.

We started from scratch, applying best practice design principles with a creative twist. We began with research to capture the expertise and perspectives of key Graduate Pathway stakeholders to build a values-led assessment framework that truly embodied TMPW’s culture.

The Reciprocal Choice Revolution

Here’s where our different mindset really showed. Instead of the traditional one-way selection approach, we developed an innovative reciprocal choice model based on TMP’s values and candidates’ evolving expectations. This creative solution emphasised mutual fit over one-sided evaluation, embedding informed candidate choice throughout the process and prioritising transparent, authentic two-way communication between candidate and company.

We integrated realistic job preview (RJP) elements at every stage, ensuring candidates could make genuinely informed decisions about their future with TMP.

We recognised the potential for Gen-AI-enabled applicants to impact the accuracy of hiring decisions and were transparent with candidates about AI usage and issued training and guidance to recruiters.

Three Stages of Discovery

Our creative approach unfolded across four carefully designed stages, each providing deeper insights into both the programme and TMPW while enabling candidates to self-assess their alignment with the company.

Stage 1: Killer Questions

We kicked off with strategically crafted questions based on realistic job previews and informed choice principles. This wasn’t about catching people out—it was about helping the right candidates identify themselves early.

Stage 2: Gen AI-Resilient Sift

Our Gen AI-resilient sift tool assessed priority criteria from the framework, using autoscored situational and preference questions specifically designed to limit Gen AI disruption. This ensured we were evaluating genuine responses and different thinking styles.

Stage 3: Asynchronous Video Interview

We invited the highest-scoring candidates to pre-record a video interview. Those who gave personalised, unique responses earned their place at our immersive assessment centre at TMPW’s London headquarters.

Stage 4: Immersive, Work-Sampling Assessment Centre

This final stage provided realistic work samples and genuine previews of life at TMPW and the nature of role, testing holistic match and ensuring successful candidates could make fully informed decisions when it came to accepting offers—fulfilling our goal to make the right hires the first time and every time.

Results

Interest in the pathway was huge, and our creative solution delivered exactly what TMPW needed. With automated sifting, asynchronous video interviews, and extensive self-assessment opportunities, we identified candidates who were both exceptionally talented and genuinely motivated to succeed at TMPW.

TMPW were overwhelmingly happy with what we managed to achieve, including:

  • Maintaining a highly diverse candidate pool through to the assessment centre.
  • Highly eligible assessment centre candidates who scored highly across the full set of assessment criteria during the exercises and interviews.
  • Cost-effective use of only bespoke-designed assessments with no cost-per-use or licence costs, as well as the ability to scale up without increasing costs.
  • 100% attendance rate for the assessment centre.
  • 100% offer acceptance rate.
  • Positive feedback on the assessment experience from candidates.
  • The identification of strong future leaders who aligned with TMP’s company values and unique culture.

This industry-first approach didn’t just fill three graduate positions—it created a blueprint for identifying and attracting different thinkers who’ll drive competitive advantage for TMPW and their clients for years to come.

Candidate Feedback:

  • “I enjoyed how immersive and hand-on the process was. There were lots of different styles of tasks.”
  • “The process was very creative and unique.”

At a Glance

  • COMPANY
    TMP Worldwide UK
  • INDUSTRY
    Consulting
  • About TMP Worldwide
    TMP Worldwide UK is a leading recruitment marketing agency, specialising in connecting top talent with employers through innovative and data-driven solutions. With decades of experience in the talent acquisition space, TMP Worldwide UK helps employers to attract, engage, and retain the best candidates. Focused on driving measurable results through strategic employer branding, recruitment advertising, and recruitment technology, TMP Worldwide UK helps organisations to outthink their competitors and build stronger, more diverse workforces. For more information, please visit www.tmpw.co.uk. TMP Worldwide UK is part of PeopleScout, a TrueBlue (NYSE: TBI) company, a global talent solutions leader that provides unmatched scalability to meet the hiring needs of organisations of all sizes.

The Employer Brand Reality Check: How to Leverage Benchmarking Data to Outthink the Competition

The Employer Brand Reality Check

How to Leverage Benchmarking Data to Outthink the Competition

Is your employer brand strategy falling behind?

Whether you’re actively managing your employer brand or not, candidates are forming opinions about your company every day. Through search results, social media, career pages, and employee content—your brand is working for you or against you.

This comprehensive research report, based on analysis of over 230 organizations from the Outthink Index by PeopleScout and insights from 500+ active job seekers, is your roadmap to building a magnetic employer brand that consistently attracts exceptional talent.

In this report, you’ll discover:

  • Which digital touchpoints candidates actually care about—and which ones are wasting your resources
  • Why high-performing companies across industries share specific, measurable employer brand characteristics
  • How top performers treat employer branding as a strategic imperative, not a nice-to-have
  • Concrete benchmarks and competitive intelligence to identify your biggest opportunities
  • Actionable strategies used by employer branding leaders to outthink their competition

Download your copy today and transform gut instincts into competitive advantage with the first comprehensive employer brand benchmark study.

5 Signs Your Recruitment Strategy Needs Modular RPO 

Many organizations mistakenly believe Recruitment Process Outsourcing (RPO) solutions are only for large enterprises with ongoing, high-volume hiring needs. While full-scale RPO might seem out of reach for some organizations, a modular RPO approach offers the flexibility to address specific recruitment challenges without overhauling your entire talent acquisition infrastructure. 

Modular RPO can deliver value to organizations of any size, including small- to medium-sized enterprises or those with short-term or specialized hiring requirements. Here are five key indicators that your current recruitment strategy might benefit from a modular RPO solution. 

1. Your Internal Team Is Struggling to Keep Up with Demand  

When your organization faces sudden spikes in hiring demand—whether for seasonal recruitment, rapid expansion, or project launches—your internal team can quickly become overwhelmed. These periods of increased volume often require you to scale up recruitment efforts quickly without the luxury of permanently increasing your internal headcount. 

Maintaining quality while meeting aggressive timelines becomes nearly impossible with existing resources. Your team may resort to rushed screening processes, extended working hours, or compromised candidate experiences, all of which can lead to poor hiring decisions and damage to your employer brand

Modular RPO provides the surge capacity you need during these peak periods. Specialized teams can quickly ramp up to handle the increased volume or hiring for a new project while maintaining consistent quality standards. Once the hiring surge or project is complete, you can scale back the support without the ongoing costs and complications of permanent staff additions. 

This approach is particularly valuable for organizations with predictable seasonal patterns, such as retail companies preparing for holiday seasons, or those opening new facilities that require rapid team building. 

2. You’re Managing Specialized Skill Requirements with Different Candidate Experiences 

When you need to hire for roles requiring niche expertise or hard-to-find skills, your internal team may lack the specialized knowledge, professional networks or sourcing strategies needed to identify and attract the right candidates. The talent pool may be limited, candidates may be passive and not actively job searching, or the role may require specific credentials that are difficult to assess without industry expertise. 

Different specialized roles also demand vastly different candidate experiences. A software engineer’s journey differs significantly from a marketing manager’s or a specialized researcher’s expectations. Each requires tailored communication, specific assessment methods, and industry-appropriate processes that your recruitment team may struggle to deliver consistently. 

Case Study: Infrastructure Company Ecologist Role 

An infrastructure company struggled to fill a newly created ecologist role due to low brand recognition in the environmental sector and poor response to the job ads. The company’s internal recruitment team lacked the specialized knowledge and networks needed to proactively approach environmental professionals. 

PeopleScout’s Talent Sourcing solution provided specialized headhunting, screening, and shortlisting services, allowing the client to retain their usual interview and offer management processes. We led a targeted search across industry governing bodies, environmental societies and networking groups, reviewing over 700 profiles. We proactively reached out to passive candidates to inform them of the role and gauge their interest, dispelling misperceptions about the transport industry at the same time. 

The result was a shortlist of two qualified candidates, resulting in a successful hire within 11 weeks—a significant improvement over the client’s previous unsuccessful attempts. 

👉 Read the full case study. 

3. You Need to Scale Rapidly in New Markets or Unfamiliar Territory 

When entering new markets, launching new product lines, or expanding into unfamiliar territories, your organization faces unique recruitment challenges that require rapid scaling capabilities. You may lack local market knowledge, employer brand recognition, or understanding of regional compensation and cultural expectations, all while needing to build teams quickly to capitalize on new opportunities. 

Modular RPO solutions, like PeopleScout’s Talent Mapping or Organizational Culture & EVP Diagnostic, can support recruiting in new geographic markets by helping you understanding local talent pools, competition, regulatory requirements, and how to adapt your employer brand for cultural nuances. Without this expertise, you risk extended time-to-fill, higher costs, and poor candidate experiences that can damage your reputation in the new market before you’ve even established yourself. 

Case Study: Consumer Goods Brand Transition 

A consumer goods brand splitting into two companies needed to optimize their talent acquisition strategy to support the transition and future growth. The challenge involved not just managing the launch of the two companies but also improving their ability to compete for talent in competitive rural markets. 

PeopleScout’s Talent Diagnostic solution team assessed their entire talent lifecycle, including conducting over 20 stakeholder interviews. The diagnostic focused on improving access to high-quality candidates in competitive rural markets, and provided recommendations for process streamlining and technology optimization to create consistent candidate experiences and diverse talent pools. 

The client praised the expertise, partnership and flexibility during this critical transition period. Based on the diagnostic recommendations, they engaged PeopleScout for a full-cycle RPO implementation, demonstrating how modular solutions can evolve into broader partnerships when they deliver value. 

👉 Read the full case study. 

4. Time-to-Fill Metrics Are Consistently Missing the Mark 

If your average time-to-fill has stretched beyond industry benchmarks and continues to climb, it’s often a symptom of deeper resource constraints. Your internal recruitment team may be overwhelmed with current demands, but a full RPO solution seems excessive or costly for your organization’s size or hiring volume. This is a common scenario where modular RPO provides the perfect middle ground when adding permanent headcount may not be possible. 

Modular RPO allows you to augment your internal team’s capacity in specific areas where you’re experiencing the greatest strain. From initial candidate sourcing to onboarding, you can add specialized support without the commitment and cost of full-service RPO.  

This approach is particularly valuable for mid-sized organizations that have outgrown basic recruitment methods but aren’t ready for enterprise-level solutions. It provides access to advanced recruitment technologies, methodologies, and expertise that would be cost-prohibitive to develop internally. 

5. When Drop Offs and Early Turnover Has Increased  

If you’re experiencing high drop-off rates during the hiring process and increased early turnover among new hires, it’s a clear sign that specific parts of your recruitment process are consistently underperforming or creating bottlenecks. High drop-off rates may stem from poor candidate communication, lengthy or confusing application processes or misaligned expectations. Early turnover often results from inadequate candidate assessment methods, poor cultural fit evaluation or lack of communication to keep new hires warm before their start date.  

Leading modular RPO providers can conduct process diagnostics or EVP diagnostics to identify specific areas where candidates are dropping out and implement targeted solutions. Some providers also offer technology diagnostics which can identify areas to improve your recruitment tech stack to find efficiencies. 

By addressing these process gaps, you can improve overall recruitment efficiency and effectiveness without disrupting the parts of your process that are working well. This surgical approach often delivers better ROI than attempting to fix everything at once. 

Are You Ready for Modular RPO? 

Modular RPO isn’t about replacing your internal recruitment function—it’s about strategically augmenting it to address specific challenges and gaps. The beauty of modular RPO lies in its flexibility and scalability. So, how do you know if you’re ready for a modular RPO solution? 

Signs You’re Ready for Modular RPO 

  • You’re looking to scale recruitment efforts without increasing permanent talent acquisition headcount
  • Your recruitment process is underperforming, and you need a targeted and/or short-term solution 
  • You need specialized expertise for specific roles or markets 
  • You want to maintain control over certain aspects of hiring while improving others 
  • You want to test RPO services before committing to a full solution 

The goal is to create a hybrid approach that combines the strengths of your internal team with specialized external expertise. By partnering with modular RPO providers for specific challenges, you maintain control over your overall hiring strategy while accessing the tools, technologies, and expertise needed to compete effectively in today’s talent market. 

You can start with a focused pilot program targeting your most pressing recruitment challenge. As you see results and build confidence in the partnership, you can expand the scope to address additional needs or role types. 

In an environment where the right hire can make or break business initiatives, organizations that strategically leverage modular RPO gain a significant competitive advantage. If any of these signs resonate with your current situation, it may be time to explore how modular RPO can transform your recruitment outcomes. 

ED&I at Crossroads? What UK Trends Are Telling Us

In recent months, there’s been a big shift in how organisations globally approach equality, diversity and inclusion (referred to as ED&I in the UK and DEI in other markets). It’s a complicated and fast-moving situation with regulatory changes in certain markets creating operational challenges for employers.

Companies are navigating circumstances where their ED&I initiatives may be restricted in one country but required by law in others where they operate, such as under the EU Corporate Sustainability Reporting Directive (CSRD). This creates complex decisions around employer brand, company culture and employee experience across different markets.

In this article, we’ll dive into what the data says and what this could mean for recruitment and retention in the UK.

The Shift

After years of commitment and programme expansion, businesses have begun shifting their approach to ED&I. Economic pressures, regulatory changes and demands for clearer ROI are leading many to de-prioritise or repackage ED&I initiatives. Many firms are integrating ED&I into environment, social and governance (ESG) agendas rather than eliminating it altogether.

What the Data Says:

Despite this apparent retreat, research shows that diverse companies enjoy 2.5 times higher cash flow per employee and 35% higher productivity, suggesting that stepping back from ED&I could be economically counterproductive.

UK-Specific Considerations

The challenge is particularly acute in the UK, where ED&I has historically encompassed a broader spectrum of diversity characteristics—including social mobility and cognitive diversity—that are uniquely important to British businesses and society.

Social Mobility

Research by KPMG found that social class is the biggest barrier to career progression, compared to any other diversity characteristic. Yet, 52% of UK CEOs come from professional backgrounds (their parent(s) occupation)—a figure that rises to 89% in financial services.

The UK has lower levels of social mobility than many other developed nations, with parental income being a stronger predictor of life outcomes. The recognition of this challenge in the UK is evident in initiatives like the Social Mobility Employer Index, which measures how employers recruit, retain and progress employees from lower socioeconomic backgrounds.

Cognitive Diversity

The concept of cognitive diversity—encompassing different thinking styles, educational backgrounds, career paths and generational perspectives—offers a more nuanced approach to building truly inclusive workplaces. This includes:

  • Different analytical and creative problem-solving approaches
  • Varied educational and career trajectories
  • Diverse life experiences and cultural perspectives
  • Generational differences in work styles and values
  • Neurodiversity and different ways of processing information

Global Trends Influencing UK ED&I Programmes

Changing attitudes in other markets means some multinational companies have adapted their global strategies. For others, the approach has been mixed, with some organisations maintaining different policies across different regions.

Global companies such as Deloitte, Citigroup, Aldi, and Disney have taken varied approaches across their global operations, with some maintaining stronger commitments in their UK operations. While British brands Natwest, Co-op, Aviva and Channel 5 have all chosen to maintain ED&I targets and commitments.

However, there are some companies for which changing market conditions have led to a rollback or change in ED&I policies. Major British brands such as Vodafone, Sainsbury’s, BT, HSBC, Ocado and Rolls Royce have all shifted their corporate messaging on ED&I.

Notably, 71% of UK business leaders do not plan to alter their organisation’s approach to ED&I in response to the scaling back of programmes in other countries, suggesting the UK market may be following a different trajectory.

The Impact on Recruitment & Retention

The data suggests potential consequences for talent management. A recent UK employee survey revealed that three in five (59%) workers would contemplate resigning if their employer rolled back its ED&I commitments, with younger generations showing stronger reactions—68% of Gen Z and 64% of millennials indicating they would consider quitting. Additionally, nearly half (45%) of respondents said they wanted their employers to go further with ED&I policies, while only 3% called for scaling back.

These findings indicate a disconnect between employee expectations and some organisational responses. For employers, walking back on ED&I may offer short-term risk management, but the workforce data suggests this could threaten long-term employer brand reputation, recruitment and retention. The survey results indicate that ED&I represents a business consideration for accessing UK talent.

Even for companies where ED&I strategy has remained the same in the UK but changed in other markets, the mixed messages create complexity for employees and candidates across different regions. UK business leaders will need to be loud and clear if they want their commitment to ED&I to be evident.

Conclusion

The current situation represents a crossroads for ED&I approaches. Companies are choosing between different strategies: some are retreating from explicit ED&I programmes, while others are evolving their approaches to build more sustainable inclusion practices.

For UK businesses, this evolution occurs within a context that includes the country’s specific legal framework (the Equality Act 2010), its focus on social mobility, and recognition that diversity encompasses not just visible characteristics, but cognitive approaches, backgrounds and perspectives.

The data suggests that organisations are weighing short-term risk management against long-term business considerations, particularly around talent acquisition and retention in an increasingly values-driven employment market.

Posted in D&I

How an Art Heist Transformed Financial Services Recruitment

How an Art Heist Transformed Financial Services Recruitment

PeopleScout Assessment

How an Art Heist Transformed Financial Services Recruitment

PeopleScout’s assessment and creative teams helped a leading financial services company transform their entry-level recruitment process from a typical interview to an innovative, immersive experience, creating an assessment centre unlike any candidate had encountered before.

86 % assessment centre pass rate (up from 41%)
98 % offer acceptance rate (up from 73%)
98 % candidate satisfaction scores after the assessment

Situation 

A leading financial services provider, specialising in pensions, investments and insurance, was facing recruitment challenges. They needed to fill contact centre roles—mainly phone-based positions handling customer inquiries—but their process needed a revamp.

The numbers tell the story: In 2023, the company processed approximately 7,000 applications to fill 250 entry-level positions. That’s a mountain of CVs and a serious administrative burden. Their approach was pretty standard—online application, a telephone interview followed by  a face-to-face competency interview. They’d assess just 12 to 14 candidates per day, running two interviews simultaneously, seven times a day.

In addition to the scale of the effort, hiring managers kept gravitating toward candidates who already had contact centre or financial services experience. The client’s talent acquisition team spotted this bias and realised they were probably missing out on brilliant people who hadn’t worked in these specific areas before. These candidates might have exactly what it takes to excel—they just didn’t tick the “industry experience” box.

So, they decided it was time for a complete recruitment makeover.

Solution 

We stepped in to flip the client’s assessment approach on its head, creating something that was fair, inclusive, and—dare we say it—actually fun.

Our psychologists teamed up with our creative team to figure out how to support evidence-based hiring decisions while giving candidates an experience they’d never forget. What emerged was a multi-stage, immersive assessment that aligned with the client’s goals and gave everyone a fair shot.

Assessment Framework Development

Our psychologists rolled up their sleeves and did a deep-dive job analysis, systematically reviewing multiple information sources to define the capabilities, experience, skills, abilities and behaviours that make someone successful in these contact centre roles. They talked to hiring managers, incumbents and recruiters to understand what “good” really looks like—not just on paper, but in practice—securing stakeholder buy-in and support throughout the process.

From the research an assessment framework was created which guided the design of all the assessments. This research-driven approach meant the assessment process was built on best practice methodology while actually measuring what mattered for job performance. Our goal was to achieve:

  • A standardised assessment process ensures all candidates have the same experience, enhancing equality, diversity, and inclusion (ED&I) and increasing fairness
  • Objective assessment of candidates, focusing on evidence-based criteria that are relevant to job performance
  • Concrete, evidence-based rationale for hiring decisions, ensuring fair, accurate and defensible outcomes

Three-Stage Assessment Process

Our psychologists designed a multi-method assessment process to offer candidates multiple opportunities to shine. By mixing different types of assessments, we could accommodate different strengths and preferences while reducing bias—accommodating neurominority candidates and accounting for different preferences for showcasing abilities.

The three-stage process cleverly blended automated scoring with human insight, cutting down on bias while saving assessors’ time.

Stage 1: Telephone Screen

The client wanted to keep their phone interview—it was working well for them. So, our psychologists took what they had and made it better, creating standardised questions and scoring while keeping the motivational elements and assessing behaviours from the assessment framework.

Stage 2: Online Assessment

Here’s where we got bold: we ditched the CVs entirely. To reduce the likelihood of decisions being based on work history, we developed a gamified online assessment that tested the core behaviours we’d identified as crucial for success.

Working with the client’s test publisher, our psychologists advised on aligning their gamified assessment to the assessment framework, creating an automated sift stage ahead of the assessment centre which boosted pipeline efficiency. The highest scorers moved forward, regardless of their background—saving time and boosting objectivity.

Stage 3: Immersive Assessment Centre

Candidates were expecting a standard, corporate assessment process. But, with the assessment centre invitation they received a video that parachuted them into an alternative world where—for one day only—they became part of a fictional organisation, an underground resistance movement tasked with stopping ruthless art thieves from pulling off the art heist of the century.

Within this world, candidates did an interview, a mock customer conversation exercise to understand customer-facing roles, and a group exercise with clues and problem-solving tasks.

We dressed the assessment room and utilised themed props—ticket stubs, Instagram posts, umbrellas, and even a Magic 8 ball—creating an assessment experience unlike any they had encountered before.

The candidates worked together to solve puzzles and piece together clues. The high-energy, creative challenges included finding criminal targets, cracking cryptic codes, locating target artwork and galleries, and responding to the intel of a double agent. All of it was woven into a cinematic experience delivered by professional actors.

The whole assessment centre was anchored in science and a robust assessment framework—all within just two hours.

By creating this fantasy world full of brain-teasing challenges and tasks, candidates had such a good time they relaxed and brought their true selves to the event. As a result, the in-room assessors could then use the scoring guides to easily identify the core attributes the client was looking for in its recruits.

“The highlight was seeing them laughing and interacting as a team during the group assessment. It was almost like they forgot they were interviewing for a job.”

Talent Acquisition Leader

To ensure the success of the assessment centre, we provided comprehensive training and clear assessment guides for managers, assessors, and facilitators, ensuring they understood assessment best practices and had a detailed briefing of the exercises themselves.

Results 

In the first four months of assessment centres, we achieved:

  • 0% “no show” rate (down from 25%)
  • 86% assessment centre pass rate (up from 41%)
  • 98% offer acceptance rate (up from 73%)
  • 60% attrition, now at the lowest rate since the pandemic
  • 37 days in recruiter time saved since removing CVs from the pre-assessment centre stage
  • 98% candidate satisfaction rate at the end of the assessment centre
  • 92% new joiner satisfaction rate

Importantly, candidates who received offers came from a variety of backgrounds, including nail technicians, chefs, employees from a world-famous golf course and a football club, and former retirees returning to work.

Candidate Feedback:

“The best interview experience I’ve had.”

“I forgot I was being assessed.”

“I have never had an interview experience with this much human touch.”

“The best one I have done. The others were old school and formulaic.”

“The playfulness was different level.”

“It’s nice to be tested on ‘you’ rather than experiences you may have been fortunate or unfortunate to have gone through.”

“I’ve been bragging about how much fun it was.”

Client Feedback:

“Our new immersive assessment process sees us shift immediately from an old-fashioned, competency-based interview to a modern selection process focused on behaviours, underpinned by robust occupational science. We’ll jump from lagging behind our peers, to a market leading proposition that will ultimately see us making better informed hiring choices. Results so far have been really encouraging, and it’s been great to see such positive initial feedback from our managers and candidates.” – Talent Acquisition Leader

“It was a new refreshing way to carry out recruitment, and one I think will bring in the right people. I enjoyed the interview section as I felt like the questions were much more suited to what we are looking for. I also felt the role plays were great as it gave us a real insight into the candidates’ customer service skills. Overall, I felt it was a big success and look forward to doing the next recruitment day.” – Hiring Manager

“The role play gave an insight into the candidates’ behaviours which is the most important thing. The group exercise really allowed people to immerse themselves into the exercise, and I feel we saw their true colours.” – Hiring Manager

At a Glance

  • COMPANY
    Financial service company
  • INDUSTRY
    Banking & Financial Services
  • PEOPLESCOUT SOLUTIONS
    Recruitment Process Outsourcing, Talent Advisory

Is Skills-Based Hiring Really the Next Big Thing?

In the recruitment space, skills-based hiring is on the tip of talent acquisition leaders’ tongues. Is it worthy of all the ink spilled or just the flavour of the month?

The internet is buzzing with headlines framing skills-based hiring as a revolutionary step forward—a clean break from “outdated” methods like focusing on academic qualifications. But as usual, we want to take a more critical look.

Let’s step away from the hype to examine the real pros and cons of skills-based hiring. More importantly, let’s figure out how skills-based hiring can work for you.

Skills-Based Hiring: Is it Really New?

There are three common myths being perpetuated by many of the articles about skills-based hiring:

Myth 1: Educational qualifications have been the main barrier to good hiring decisions.

The argument goes that recruiting teams rely too heavily on degrees and don’t think enough about skills—and if they just focused on skills instead, all their hiring issues would be solved.

This misrepresents how most employers actually make hiring decisions. While education requirements do exist in job descriptions, they’re rarely the primary factor in final hiring choices. Most recruiters already consider multiple factors including experience, cultural fit and demonstrated abilities. Skills-based hiring has its positives and certainly feels more inclusive than rigid degree requirements, but it’s not the revolutionary shift from degree-obsessed hiring that many articles suggest.

Myth 2: Everyone talking about skills is talking about the same thing.

One reason the history of skills-based hiring is hard to track is the absence of a clear, consistent definition of what constitutes a “skill.” In the context of skills-based hiring, a skill could be a competency, strength or motivation—anything that enables a person to do the job well. That landscape is far more nuanced and complex than most articles let on.

The reality is that defining skills is a lengthy process and requires careful consideration of context. But most writers on this subject don’t bother to grapple with this complexity. Instead, they gloss over any real explanation of what skills are, feeding the perception that skills are so simple and universally understood that we don’t need definitions. This creates the illusion that organizations should be able to easily incorporate skills-based approaches without doing the hard work of actually defining what they mean by “skills” in their specific context.

Myth 3: Skills-based hiring and talent management is a new idea, and the bandwagon is leaving the station.

Headlines will have you believe that skills-based hiring is “the next big thing” and a silver bullet that will solve all your workforce woes. However, this doesn’t really reflect most hiring processes.

Even if you’re not actively thinking about skills-based hiring, it’s likely that it is embedded—at least partly—into your hiring process already. Today, recruiters rarely just think in terms of hiring somebody because their qualifications line up to the “essential” section of the job description.

So, skills-based hiring isn’t a new idea. The term might be, but not the practice.

These myths lead us to feel that the noise around skills-based hiring is misleading. It suggests that skills-based hiring is driving the recruitment industry right now, when in reality, very few are moving forward with it in an overt, intentional way.

Getting Started with Skills-Based Hiring When Time and Budgets Aren’t Huge

If you do want to embrace skills-based hiring, here are some practical steps:

1. Start with an Audit

If you’re keen to implement skills-based hiring, first of all, feel reassured that it’s likely already part of your approach, even if you don’t call it that. Start by establishing where you are along the skills-based continuum.

Diagnostics come into their own here. Assess your hiring processes in a structured way, identifying gaps, strengths and opportunities for improvement. It can be beneficial to bring in an external partner like the PeopleScout Assessment Design team, to provide robust, evidence-based, unbiased feedback to maximise impact.

2. Defining Your Skills

Then it comes down to defining skills—for now and the future. These can’t be vague; they need to be carefully defined so that they can be accurately applied. You’ll build these from research, both internally and by looking externally. If you want to have an organisation-wide approach, you’ll need to consider skills relevant for leadership and entry level roles and across departments. Engage your department heads and hiring managers to map these.

3. Look at Your Non-Skills Criteria

You don’t have to remove looking at academic qualifications from your hiring process entirely. However, if there are instances where you’re using an academic qualification as a stand-in for a skill—say, a humanities degree as a signifier of good written communication skills—you can probably move away from it and start focusing more explicitly on the skill itself.

Skills-based hiring can open doors for many candidates—and expand your talent pool. Perhaps your ideal candidate did not go to university, but their written communication skills are more than adequate for the role.

4. Kick Off a Pilot

Even without a big budget to fund an overhaul of your recruitment processes, it’s still possible to make a start. To make it manageable, begin with a small, pilot process. Your audit can help you identify the best starting point—perhaps it’s a particular department or role type.

Once you’ve started, you’ll want to closely monitor it to ensure that the benefits are genuine. Try not to feel pressured into investing too much time, money and resources into skills-based hiring because it is a hot topic. Make changes bit by bit, turn to evidence, and stay reflective.

The Bottom Line

Don’t get overcome by buzzwords. In all likelihood, skills-based hiring has been a part of your process for a while now. If you want to concentrate more on skills-based hiring, start small, remain sceptical of the hype, get external insight, be evidence-based and keep evolving your approach.

[On Demand] Smart Hiring in the AI Age: What UK Candidates Are Really Doing in 2025

[Webinar On-Demand] Smart Hiring in the AI Age: What UK Candidates Are Really Doing in 2025

Discover How Gen AI Usage Amongst Job Seekers is Really Impacting UK Recruitment in 2025

Ready to separate AI hype from reality in your hiring process? Join us for an eye-opening webinar based on our recent YouGov research that reveals what’s actually happening when candidates use generative AI (Gen AI).

In this webinar, PeopleScout’s Head of Assessment Design, Amanda Callen, and Talent Solutions Director, James Chorley, are back to explore the latest developments in Gen AI usage amongst job seekers. While your competitors panic with blanket AI bans or stick their heads in the sand, you’ll gain the strategic advantage of data-driven decision making.

In this webinar, we’ll cover:

  • Real Data, Real Insights: Amanda and James will walk you through our exclusive UK research findings, including the surprising truth about Gen AI adoption rates among job seekers
  • Assessment Vulnerability: Identify which parts of your recruitment funnel are most at risk—and which concerns might be overblown
  • Candidate Psychology Revealed: Understand the unexpected attitudes candidates have toward AI disclosure and what this means for your process
  • Future-Proof Strategies: Learn practical, tested approaches to maintain assessment integrity while embracing technological innovation

Complete the form to watch and receive access to our full research report.