21 [Customer] Stephanie Robertson, Medibank

[00:00:00] Hi everyone, so thank you so much for just giving us a couple minutes so that we could

[00:00:10] do the swapsies. But for Nick Sigmund how we use the spotlight so I'm so so excited

[00:00:18] about this. But firstly welcome Steph thank you so much for taking the time to join us

[00:00:23] today and to share what how Moody Bank is using video content within the talent

[00:00:29] writing strategy. So yeah thanks again for joining us this morning and welcome Steph.

[00:00:33] Thanks for having me. So to start us off today, Steph can you tell us a little bit about

[00:00:40] your role and a little bit about your team as well?

[00:00:42] Yeah sure so we're quite a large team at Moody Bank, we're a team around about 13

[00:00:46] people and we sit across the areas of diversity and inclusion. We have a specialized health

[00:00:53] recruitment team, a channel's team which is at our core center and our race to retail

[00:00:58] network and then we have a corporate team and then we have our daybreak contractor team

[00:01:04] as well so it's quite a large team that we work across the many. And I have recently

[00:01:09] moved into a new role which is the talent initiatives lead and my focus is basically

[00:01:13] everything candidate experience, people leader experience and talent partner experience

[00:01:18] to make sure that everyone's having fun in their jobs because we'll talk about a bit

[00:01:21] more today. So yeah I've loved working with the VMJob tool and it's you know we've got

[00:01:26] quite creative with it so I'm excited to talk about that.

[00:01:29] Okay, that's so great. Well firstly it sounds like your team is multifaceted and that

[00:01:34] you sit across various areas. What made you initially explore video as a solution

[00:01:42] and then what led to the implementation of any of my job?

[00:01:44] Yeah so I guess we wanted to find a way to have personality to our content and the way

[00:01:51] that we saw was beyond the adverts. A brand is really a customer centric and we had some

[00:01:56] really strong employer branding for the many back enterprise that had been created

[00:02:00] in was around 2019 but we have a lot of different brand that stood under many banks so we

[00:02:05] have a really large health services business and we really wanted to create some content

[00:02:10] that captured the employee stories across the whole enterprise whereas you know the great

[00:02:15] and the point brand it was great but it started at a much higher level and didn't get

[00:02:18] into the data of people's lives and we wanted to be able to kind of easily type that

[00:02:23] to market really quickly which is why we kind of chose to go with video in my job which

[00:02:28] is great. I love this so it sounds like you're using video across a few different areas

[00:02:35] can you delve into a little bit more about those use cases? Yeah yeah I know that we've

[00:02:40] sort of spoken before so I know that you're using it across you know can in experience

[00:02:44] recruitment marketing and I also know you guys have your story feed up which looks amazing.

[00:02:47] So yeah can you talk us through a little bit more about how are you using it across that?

[00:02:52] Yeah definitely so yeah we have our story feed setup which was kind of the place that

[00:02:55] we first started. I actually wasn't in this role when that was set up but I played a

[00:02:59] part of it, it's fun and with that it was really around capturing the employee stories

[00:03:04] and also the benefits that we have for many bank in those videos sort of you jump on

[00:03:08] there you can see we've got videos across you know how we work one of the most common

[00:03:12] questions you get from a candidate is how to go into the office like what does work

[00:03:15] in the black so why not capture that in a video? So definitely we built up our story feed first

[00:03:21] and then it was very much around getting the team across how video my job actually worked

[00:03:26] itself. And so we have we're using in a couple of different ways so we did we looked across

[00:03:33] processes for frontline teams which is one of the things that I'm most excited about how

[00:03:38] we do this video my job and we thought how can we go about removing some of the really transactional

[00:03:43] conversations our frontline teams having over and over again so business the roster these are

[00:03:49] the days that you need to come into the office do you have a stable wifi connection and like

[00:03:53] it's not fun for the candidate to have to hear that it's not fun for the team to have to repeat

[00:03:56] it 200 times. So how can we capture that video, capture that in a video and send that to the candidates

[00:04:03] along with things like you know adding personal touches during our process this is one of

[00:04:08] an assessment center looks like here's a brief from a recruiter so you can watch it and prepare

[00:04:13] congratulations on your offer here are the next steps from your background check so taking all of

[00:04:17] those bits out and then instead of just saying we've saved six hours each process and being like

[00:04:24] or are actually using that time to reuse the conversations for things like devine in delvening

[00:04:30] with behavioral questions to understand more about the candidate focusing on quality. So that's

[00:04:35] something that like the team has really enjoyed but what's in fact candidate feedback around that as

[00:04:39] well like lots of people have said we either just talk through this on the call and we get an email

[00:04:44] saying like here's the detail can you go ahead and see if we can show us that yeah so they we've

[00:04:49] got some great feedback around that which is really exciting. We've also from a corporate team

[00:04:56] perspective we've been focusing on capturing videos from hiring managers alongside our job

[00:05:01] adverts particularly for hard to fill roles and we use the line a lot like wouldn't you prefer

[00:05:06] here from your manager rather than me. And you're going to be talking to me during a recruitment

[00:05:11] process already so great that they can have that first touch point and we're actually using that

[00:05:17] quite a bit with proactive search as well so sending that through LinkedIn too we've got lots of

[00:05:24] vigories sitting alongside all of our adverts as well so I'm sick for example in the links in

[00:05:28] there which is we've got some really solid feedback on too and then from an internal perspective

[00:05:33] we have been using it to capture employee stories so we recently relaunched our diversity

[00:05:39] inclusion networks at MediVank after COVID they we really wanted to relaunch them now that people

[00:05:46] could be in the office and reconnect and we wanted to face to each of the point of what name so

[00:05:51] we got the people leaving those networks to create a video and kind of drum up some real excitement

[00:05:57] around that as well so yeah there's probably the cool ways that we've been using it in MediVank

[00:06:03] moment. It's a little bit yeah um so look can you tell us because it sounds like you aren't using

[00:06:13] it across a few different areas and I know that we've got within our community I've spoken to

[00:06:18] a bit of you know our customers where you know we're constantly getting questions where you know

[00:06:24] how do you get your people in video or how did how do you get that adoption going yeah so can

[00:06:29] you tell us a little bit about firstly your adoption challenges that you faced and then how

[00:06:32] you overcame them yeah I mean we were having a bit of a gig before I think the biggest things

[00:06:36] people don't like to film themselves which are totally fair and up I'm like don't look at this

[00:06:41] screen in front of me right now so yeah definitely people don't want to film themselves um and

[00:06:46] that's I think something that's not going to change what you have to get around is kind of really

[00:06:49] selling widely investment is worth it um and so we can't get really creative around that to be

[00:06:55] honest so kind of split it in a couple of different ways so from a TA like from our team perspective

[00:07:00] um we did things like we actually ran a challenge and got people to capture videos of their pets

[00:07:05] to have like a pet off competition. I love it. It was really fun um my dog won.

[00:07:09] I got a run-house um and the lags is eventually the cutest dog.

[00:07:13] And that was great because it just got people really familiar with that um and you didn't necessarily

[00:07:18] actually be on the video but you got to figure out like how do you edit it um and all those kind

[00:07:23] of things maybe had a bit more confidence with hiring managers when you're going out to them

[00:07:26] be able to have a link's work um and we had second prize that which was really good.

[00:07:31] And so we were on a sledding by example so um we did have with with the case that I was speaking

[00:07:37] through before um the team wrote the scripts but I was like okay I get it you don't want to

[00:07:42] be in front of the camera so I was the face of that campaign um and now they've seen the value

[00:07:47] that it's so now it's you know this is your campaign to run um moving forward as well.

[00:07:52] So I really think like as I come to the loser field just jumping in front of the camera and

[00:07:56] showing people the value of it yeah is a really good way to go about it from a team perspective

[00:08:01] and we're actually you know we love a challenge um everyone likes to be the best in recruitment

[00:08:07] sometimes. Sorry we're actually in the new financial year in the corporate team going to run

[00:08:12] a challenge where we are trying to get people to move away from your traditional sourcing channels

[00:08:17] of adverts um so we're going to run a challenge to use proactive search and video and my job together

[00:08:23] for as many roles as we can um for a month okay so we'll be kicking that off in the new financial

[00:08:29] year so I'm excited to see how those results go. I'll have to we'll have to check back in with you

[00:08:34] and we'll we'll yeah we'll try and get that um but feedback out to to the rest of the

[00:08:38] team to let them know how it goes yeah yeah it'll be really interesting um and then yeah from a

[00:08:43] hiring manager perspective um one of the things that we did was we actually went into the retail store

[00:08:49] with our from the team and it's a film in which was really great um we gave obviously people

[00:08:54] heads up that we would do me so it falls in as a prize with camera spin like tell us about your

[00:08:58] career journey um but yeah they prepared scripts and we came in and videoed with them and got to

[00:09:03] really good content um from that day as well so that was really positive um and then we've also

[00:09:11] started asking more senior people to film roles so people at the head of an executive level um just

[00:09:18] because you know if they're a champion of the platform then it means when you ask someone else in

[00:09:22] the team they can really speak through their experience as well um and so yeah we had um uh

[00:09:27] i think there's an apple recently where one of the teams one of the heads of made a really great

[00:09:32] video and got some retraction so became a competition with the other head of so you know

[00:09:36] apparently many banks quite competitive is what i'm trying to say um so that was great and then

[00:09:41] I guess the other challenge that we have come up again is that you reach out to a hiring manager

[00:09:46] and they're enthusiastic and they say yes and then they're busy um and so your video doesn't come

[00:09:51] back until two weeks later and you've already done all of your sourcing um so it's it's the impact

[00:09:55] isn't there as much anymore so we have you know which is great with the story if they contact as well

[00:10:00] out of content as well is um reaching out to people proactively to get videos on you know their team

[00:10:05] stories so particularly in areas like marketing and remotion where this is quite difficult to find

[00:10:10] candidates and source um also in some of our health channels as well capturing you know career development

[00:10:15] stories and things like that too so that they're proactively there when a candidate applies and

[00:10:20] you're not chasing someone up so you can replace me with my video overnight because I need to post the

[00:10:24] advert to grow up um so that never happened no no no no definitely not um and then yeah I guess

[00:10:32] another issue not another issue but another thing that is always a challenge is going people up

[00:10:36] yeah um so we're actually really excited about the campaigns tool I was saying before we haven't

[00:10:41] definitely not experts on it yet um but we are looking at across those teams internal teams

[00:10:46] in TA that I was speaking about before creating some lead opportunities where some people within

[00:10:51] the teams to kind of own a campaign for their area um and then that will help us with all the

[00:10:56] follow ups for hiring managers and the video inclination and things like that as well just to see

[00:11:01] how teams are tracking and you never know we might make it a competition

[00:11:06] but yeah like I think it's really around um they're just having to play with the tool like it's

[00:11:11] really diverse um in terms of how you can use content if you know it's really personal so

[00:11:16] yeah how does that align with your employer brand and these the ways that you've done as our team

[00:11:21] that's awesome because it sounds like you guys have have really tapped into yep as you said

[00:11:25] got on a little bit creative but you've really recognized that your team is quite competitive

[00:11:30] and we just have to let it go and then coming from that can you tell us a little bit about um

[00:11:38] what wins and outcomes you've gotten incorporating video into your strategy um and then also just how

[00:11:45] you're quantifying that success as well yeah definitely so I think the um recruitment in our front

[00:11:51] line teams that I was speaking about more so reviewing that process I was looking at the stats last

[00:11:55] night and in the last campaign we've saved six and a half hours um in terms of conversations um within

[00:12:03] the campaign so I've just looked at my notes to make sure yeah right no which yeah we're reoriented

[00:12:09] to um really use for the team to delve into things around you know how do the candidates problem

[00:12:16] solve are they custom ascentric um as well so I think that that's something that's really

[00:12:23] exciting with the tool is as you can really track how many minutes you're saving on those

[00:12:27] those conversations if you're using it from a process perspective between we don't have now um

[00:12:33] from internal candidate perspective we've also had some really exciting wins as well so um

[00:12:38] we did have a risk roll recently um and we had three internal candidates by so we created

[00:12:44] video of the head of risk talking through the advert we posted it on Yammer um sorry our

[00:12:48] channel um channel and yeah we had three internal candidates apply who said that they would not

[00:12:54] have applied without the video because I think you know a job when you're just writing through an advert

[00:12:58] can be really scary um whereas when you have someone there particularly in that role they were

[00:13:02] looking to develop someone so when you have the party manager saying we're looking to develop someone

[00:13:08] these are the reasons how was it all of you just show that there's actually thought behind it as well

[00:13:13] um it really encourages people to apply and reach out where it stops them from being so

[00:13:18] hesitant as well which is really great so yeah that's something that we're really passionate about

[00:13:23] is internal candidate experience as well which we're excited about too um a story feed we've

[00:13:30] had some really great traction it's mostly like anecdotal that we've got i mean because obviously

[00:13:33] some great analytics that you can look at from a story feed perspective but I think you know more

[00:13:38] for us is around like what are we hearing from candidates so they're actually engaging with the

[00:13:42] platform um as well um which we say I definitely are um I think quantifying something that we definitely

[00:13:50] to get better at okay we did have some issues and sometimes might do as well just getting approval

[00:13:54] still link out YouTube account up to be here in my job usually and so you know if you look at our

[00:13:59] stats we're doing like a thousand percent better but it's because we didn't have youtube link up

[00:14:04] to actually look at the statistics um so yeah definitely that's something a bit black to get

[00:14:09] improve in terms of how we find things but I think just from you know those statistics there

[00:14:13] and anecdotal feedback let me see the benefit and also like our teams really enjoying it yeah okay

[00:14:19] because that's just about to ask you from the organizational change perspective of how you know

[00:14:23] how how how has that impacted yeah you know bringing video into that yeah definitely I mean

[00:14:28] the channels team is a prime example they weren't happy really boring well they were they would ask

[00:14:33] saying to someone can you work on a rotating roster it's not the most exciting conversation

[00:14:37] you have in a day you'd much rather as a cruder have a really engaging conversation to understand

[00:14:42] what motivates people yeah um and so from a team perspective we've had some great feedback

[00:14:48] from them in terms of just enjoying the jobs more sincerely using the tool which is awesome um

[00:14:53] and yeah from from an organizational perspective I think internal candidate experience like that's

[00:14:58] something that's really exciting for us as well um so yeah I think the tools weren't brilliant

[00:15:03] for us i'm sure we can use it better yeah as always i'm excited to hear how other people have been

[00:15:07] using it too and I think i was profusely excited by the idea of AI sitting in the

[00:15:12] middle of the table my eyes went up when you were talking about that was so yeah very excited

[00:15:18] about the new project that's great fantastic and look um I might just do a quick

[00:15:22] policy to see these any questions um that have come up um i'll just sort of come

[00:15:32] so do you have any overarching content strategy you're working on for story theme like what

[00:15:37] categories of themes are you trying to build or support goals for yeah so when uh with category

[00:15:43] feed I think there's a couple of things that we're really trying to focus on so building content

[00:15:47] across our different brands at MediBank um so I was mentioning before we've got the MediBank

[00:15:52] Private Health Insurance brand we've also got our AHM brand and then we've got our um ample

[00:15:57] health side of yet business which was only launched um in the middle of last year so we've

[00:16:01] brought together a number of different health services businesses and so we really wanted to

[00:16:06] the focus was to capture the employees stories across those different businesses um

[00:16:11] and make sure that that was clear to people when they jumped on because I think particularly

[00:16:15] with ample when it was launched to market there wasn't necessarily as clear how we're getting

[00:16:19] with the MediBank brand so that's definitely something we focused on um and then also I think it's

[00:16:23] really from a benefit perspective like I was saying before that's the kind of content that we're

[00:16:27] trying to build um in terms of the the MediBank benefits how we work we've got a video on that

[00:16:33] for example around hybrid working on how it shapes their day because I think one of the really

[00:16:37] exciting things about working in MediBank is the flexibility um and the focus on you know having

[00:16:43] the healthiest workplace in Australia is kind of big goal um and so how does that really big

[00:16:49] goal actually narrow down into employee experience so those are the big strategies that we've been

[00:16:54] focusing on but we're pretty happy with where the story of feed is at the moment. It's looking really

[00:16:59] great and you know what story feed is well being able to have those categories to so that you know

[00:17:04] anybody coming in to have a look they can then um you know go in and and have a look at what they

[00:17:09] want to see or what's interesting to them which is which is awesome yeah um any other questions

[00:17:15] and they pull up uh let's just bring that up okay um and how so we've got another one come up

[00:17:25] um saying great and how many videos put the more category in the feed do you think it's

[00:17:29] needed to really make an impact oh that's a great question I think as long as it's a good video

[00:17:37] yeah um and I also think it's important you know without how like we've got the house of brands

[00:17:42] that are speaking about before to make sure that you're capturing the employee experience under those

[00:17:46] different brands so if you had particularly if you have different workforce as well um making sure

[00:17:52] that those different workforce experiences captured so I don't have a magic number I guess it's what

[00:17:56] I'm trying to say yeah it will depend on your your business and the kind of workforce that you've got

[00:18:01] okay um well hopefully that answers that question um yeah if it doesn't let me know

[00:18:10] um well I've only got one last question left um and that is um do you have any advice for

[00:18:19] you know for your fellow V&J community who might be struggling with adoption who might be

[00:18:25] just where they've just maybe gotten the platform and they you know sort of starting from scratch

[00:18:30] is the anything you know thinking back to your early days with the platform itself and

[00:18:34] and trying to get your team on board is there any um advice you would give or yeah anything that

[00:18:40] you'd like to pass on definitely I write down a few dot points oh right um I think number one

[00:18:46] is find your advocates okay and spend time building that that advocate network particularly start

[00:18:52] with a new team make sure that they're really familiar with that um make sure that they're familiar

[00:18:57] with the cons that are going out to the managers as well because if you get a question about it

[00:19:01] you know it seems simple but you know if you get a question about an email you don't know how to answer

[00:19:05] it it's just another communication point for me to have with them um so yeah build those

[00:19:09] advocates within your team really sell you know what you've gone out of it to them as well and then

[00:19:14] broaden those advocates into your into the business so you know you only need one person

[00:19:20] initially um so definitely build that out we also link quite a bit on we have like a centre of

[00:19:25] excellence model at MediBank we have really good relationships with our business partner in team

[00:19:29] as well um and equally they have great relationships with the business so you know if there was

[00:19:34] an area where it was really hard to recruit a new work getting a bit of traction just leaning

[00:19:38] on them to numb some of the shoulder yeah hey this is actually will make a really big impact can

[00:19:42] please make a video um get creative as well so there's the story feed which is brilliant um but

[00:19:49] you know how else can you use video and my job within your processes I think like speaking through

[00:19:53] these examples one of the things that is most exciting is like how we built the videos into the

[00:20:00] frontline recruitment processes for me I think because I didn't see the impact for Candidate

[00:20:04] you can see the impact for RTM and then through the questions that we have in also people

[00:20:09] later impact in terms of the quality of candidates that are coming through um and so that came about

[00:20:14] again in a bit creative like how else can we pop a video into our process to make it better um

[00:20:20] and so yeah have a play like we've definitely messed up using that yeah um but it's okay

[00:20:26] video so um definitely just have some fun with it um and lead by example too um sorry yeah for me

[00:20:32] with with that example it was literally just getting in front of the video myself definitely you know

[00:20:38] did it maybe ten times before it was comfortable for it to go to the team and that's okay um but I

[00:20:43] think those are the key things for me um as well I love that look Steph thank you so much for coming in

[00:20:50] and having a chat um and yeah thank you so much for providing that insight as well because as I

[00:20:56] said I know a lot of our VMJ community members are inviaring um sort of places within their VMJ

[00:21:03] journey and you know sort of bringing video content into it and it's always good greater year

[00:21:07] what different businesses are doing and how they're achieving their talent brand goals uh definitely

[00:21:12] thank you and I'm super keen to hear you know from this series we definitely haven't got it all right

[00:21:17] I think my biggest question was like if we were going to ask for anything of the industry like

[00:21:22] yeah hiring and manager adoption remains up biggest barrier so like I'd love to hear more creative

[00:21:26] ways that other people are going about um bringing people on board too we definitely haven't got

[00:21:31] it perfect so yeah really excited to be part of the community and hear what other people are doing as

[00:21:35] well amazing well I'll definitely pose that question to our next um next uh power user spotlight

[00:21:40] so yeah um thanks um well look uh thank you so much for everybody that's dialed in today as well

[00:21:47] we hope that you got a lot out of today's session um we will we have recorded this live session

[00:21:52] uh so I will be putting the recording in our newsletter um that will go out next Friday so keep

[00:21:57] your eye on that inbox um and this is a quarterly event so um also do keep your eye um on your

[00:22:03] inbox for our and invitation for our next event thank you so much for joining guys