Redefining the Candidate Experience at Switzerland’s Second-Largest Bank

Switzerland's second-largest bank transformed its 200-year-old hiring process using service design to create a seamless, candidate- first experience. A cross-functional team overhauled digital interfaces, internal culture and recruitment processes by mapping pain points, creating unified service blueprints and measuring candidate satisfaction and team collaboration improvements. This case study provides a roadmap for organisations competing for talent in today's market.