Changing jobs can be a significant event, and the period between accepting an offer and starting a new role can be unsettling. In 2022, a large proportion of candidates told EY that they were dissatisfied with the onboarding process. They had to deal with multiple internal teams, start dates were often delayed, there were issues with laptops and relocation packages, and inconsistent business communication and compliance. EY identified complexities, duplications and opportunities to streamline the process.

Facing budget constraints, a small team came up with a ‘preboarding pilot’ with a goal of increasing satisfaction with the process to at least 70%, resolving the key issues making it more difficult, and freeing up recruiters to concentrate on direct hiring. The team spent six weeks reviewing over 120 communications and distilling these into 33 tailored messages across six new joiner workflows. Hiring managers were also given templates to congratulate new joiners.

In addition, two recruiters became custodians of preboarding in consulting and assurance, which account for around half of annual hires. They undertook training in reporting, process mapping and sentiment analysis, liaising with on and offshore teams to streamline the process. Since the changes, preboarding survey satisfaction has jumped to 88%, and the level of engagement from new joiners has increased.