Customer Stories >John Lewis and Partners

Selecting the Right Partners: John Lewis Partnership's Recruitment Success Story

Overview

John Lewis Partnership, one of the UK’s leading omni-channel retailers, is known for its employee-owned business model. With 84,000 permanent Partners across John Lewis stores, Waitrose supermarkets, and online channels, the Partnership is focused on maintaining outstanding customer experiences while adapting to the changing demands of modern retail. To hire “Partners of the future,” they needed an innovative recruitment screening process that identified candidates aligned with their values and behaviours, while also enhancing the applicant experience.

Challenge

2. Challenge

In an evolving retail landscape, the role of Partners was also changing. Success required:

High-quality customer service combined with flexibility to step into multiple roles as needed.
A recruitment process that engaged candidates and provided feedback, while screening for values-driven behaviours.

The John Lewis Partnership faced significant challenges:

An outdated online values questionnaire that no longer identified the right talent.
A high application volume of 400,000 annually, requiring a robust, efficient, and scalable solution.
The need for a candidate-centric process that was accessible, reliable, and mobile-friendly.