How Tile Hill turned continuous improvement into award-winning customer experience

Turning continuous improvement into award-winning customer experience

“It’s rare to feel this supported by a software partner but with Talent Analytics, we know we’re getting full value from the tool and partnership.”

Jen Stemp, Associate Director of Marketing, Tile Hill

For Tile Hill, Talent Analytics has become more than a platform for measuring feedback.

It has become part of how the business uses customer and candidate insight to shape strategy, align teams and build a culture of continuous improvement.

Tile Hill has established itself as one of the leading names in public sector executive search and interim management. The business has built its service around strong relationships, inclusive recruitment experiences and the quality of the journey delivered to candidates, clients and interim leaders.

That focus has translated into external recognition. In 2025, Tile Hill was voted the leading interim service provider in the Institute of Interim Management Annual Survey, following a rise from 3rd in 2023 to 2nd in 2024 and 1st in 2025.

But the story is not just the award.

The stronger story is how Tile Hill worked with Talent Analytics as an Embedded CX partner to make customer experience more measurable, more visible and more embedded across the business.

Making CX part of the culture

For Anthony Lewis, Managing Director at Tile Hill, the impact has been cultural as much as operational.

“In using Talent Analytics, we’ve increased the volume of feedback we receive from customers and candidates across all our service lines. We’ve managed to engage our teams in the NPS scores they receive, and it’s made caring about CX ‘cool’.”

Anthony Lewis, Managing Director, Tile Hill

That is a powerful shift.

Customer experience can easily become another metric that sits in a dashboard. But when teams understand the feedback they receive, engage with their scores and see how their actions shape customer and candidate experience, the data becomes much more useful.

It creates a shared language around service.

It helps managers coach.

It helps teams celebrate strong performance.

It makes improvement more practical.

For Tile Hill, Talent Analytics helped make customer experience something the whole business could engage with, not just something reviewed by leadership.

Making continuous improvement measurable

Most recruitment businesses want to improve service quality.

The challenge is turning that ambition into a consistent operating rhythm.

For Tile Hill, Talent Analytics helped create a clearer feedback loop across customers and candidates. That meant the business could collect more insight, understand what was driving satisfaction and retention, and give teams a more practical way to engage with service performance.

Anthony described the impact clearly:

“The feedback we receive has helped us embed continuous improvement in our services, with the result of winning industry awards for candidate experience. And in 2025, having been voted as the leading interim service provider in the Institute of Interim Management Annual Survey. All things that Talent Analytics have played a major role in making happen.”

Anthony Lewis

That is the key point.

This was not feedback being collected for reporting alone. It became part of how Tile Hill improved, aligned and built momentum around customer experience.

From insight to internal alignment

Customer experience data is most valuable when it helps teams make better decisions.

For Jen Stemp, Associate Director of Marketing at Tile Hill, Talent Analytics helped the business connect feedback to strategy, internal alignment and retention.

“Working with Talent Analytics has been a game-changer for how we use data to shape our customer experience strategy. The insights we’ve gained have helped us make more informed decisions and build greater internal alignment around what really drives satisfaction and retention.”

Jen Stemp

That matters because customer experience is not only an operations metric.

It influences marketing, leadership, service delivery, retention, reputation and growth.

When a business can see what customers and candidates are experiencing across different service lines, it becomes easier to understand what is working, where teams need support and which behaviours are strengthening the brand.

For a specialist organisation like Tile Hill, that insight is commercially important. The experience delivered to candidates, clients and interim leaders directly shapes trust, reputation and future opportunity.

More than a software platform

Tile Hill’s experience also shows the value of Talent Analytics as an Embedded CX partner, not just a software provider.

Jen highlighted the role Jack, their Customer Success Manager, played in helping Tile Hill get more from the platform and turn insight into action.

“Jack, our Customer Success Manager, in particular, has been exceptional. He is always coming to our calls prepared with practical ideas, sector insight, and a genuine commitment to helping us get the most from the platform. His approach reflects everything we value about brilliant customer service: simple things done consistently well. In a short time, he’s built real trust and confidence across our senior team.”

Jen Stemp

That is an important part of the story.

The platform creates the visibility, but the partnership helps turn that visibility into progress.

For Tile Hill, that meant having a partner who understood the sector, came prepared with practical ideas and helped the senior team build confidence in how the data could be used.

Anthony made a similar point:

“Working with Talent Analytics has been a joy. Their team is responsive, available, and most importantly they care. Having been a Talent Analytics client for a while, it’s been brilliant to see the product and their team evolve, and we feel supremely confident in the platform they are providing us, and the strategies they recommend for even greater success.”

Anthony Lewis

Turning customer experience into recognised service leadership

Tile Hill’s progress shows what can happen when customer experience becomes part of how a recruitment business improves.

The business increased the volume of feedback it received across customers and candidates. It engaged teams with their NPS scores. It used insight to support more informed decisions. It built greater internal alignment around satisfaction and retention. It embedded continuous improvement into its services.

That work contributed to external recognition, including awards for candidate experience and being voted the leading interim service provider in the 2025 Institute of Interim Management Annual Survey.

For Talent Analytics, this is exactly what Embedded CX is designed to support.

It is not just about collecting feedback.

It is about helping recruitment businesses understand what customers and candidates are experiencing, align teams around what matters, improve service consistently and build the evidence behind a stronger market reputation.

Build continuous improvement into your customer experience

Tile Hill’s story is a strong example of customer experience becoming part of a business’s growth culture.

The outcome was not created by one score, one survey or one dashboard.

It came from a sustained focus on feedback, insight, internal engagement and partnership.

Talent Analytics helps recruitment businesses measure client, candidate and contractor experience, engage teams with service performance and turn feedback into continuous improvement.

For businesses that want to protect reputation, improve retention and build a stronger service culture, that is where customer experience becomes a real operating advantage.

See how Talent Analytics helps recruitment businesses turn feedback into continuous improvement.