The Client
Seek is Australia’s No.1 jobs, employment, career and recruitment site. It operates across 17 countries with exposure to 4 billion people.
The Challenge
Seek sought to reimagine its client engagement model to deliver superior value and client experiences through being a more client centric business. This involved understanding and defining the ideal client experience for its three key segments and recommending changes to the sales & service model that would set it up for ongoing and expanded success in the face of increasing competition and client expectations.
The Approach
Strativity Group synthesised insights from 60 client interviews, 22 employee focus groups and a wide range of existing Seek data as inputs into co-designing the target experience. The project broke down the target client experience into key experience elements and using the McKinsey 7S model, reviewed the SAS operating model and associated supporting functions (organisational capabilities and resources) required to deliver those experience elements. We determined the gap between current state and ideal state and developed an implementation roadmap and change plan for Seek to implement. Included in this approach was the process mapping of 7 key processes that account for 70% of SAS activity and the development of enhanced/ideal process flows.
The Results
As a result of Strativity’s work, Seek management proceeded to execute the recommended changes and implementation plan with measurable increases in client engagement, better utilisation of workforce capacity and efficiency, and higher levels of staff engagement (due to a clearer role in and focus on client delivery). Seek continues to outperform key rivals.
