In today’s competitive talent landscape, effective onboarding is critical for the success of businesses. We had the pleasure of speaking with Mark Chalmers, Head of People and Talent at Spotted Zebra, to discuss his approach to onboarding and how it can significantly impact employee engagement, retention, and overall business performance.
Mark’s Journey into People and Talent
To kick off our conversation, Mark shared his career journey within the people and talent space, which began during the financial crash of 2008.
Mark: “I joined the technology recruitment sector during a challenging time when hiring came to a standstill. Back then, few companies were looking for talent, and it was tough to navigate that environment. However, I found the experience invaluable. It taught me resilience, adaptability, and advanced my understanding of how to attract and retain the right people. Since then, I have grown through agency work and various in-house roles in both global businesses and tech startups, allowing me to gain a diverse perspective.”
He highlighted his experience at DeepMind, the AI arm of Google, where the pace of recruitment was exceptionally fast and competitive.
Mark: “At DeepMind, I was hiring at a global scale, which meant engaging with nine to ten candidates a day. It was an insane rhythm, but it really honed my skills and pushed me to understand the critical need for effective onboarding. I saw firsthand how vital it is to ensure candidates feel welcomed and valued right from the start.”
Understanding Onboarding’s Role in Success
As our discussion turned towards onboarding, Mark emphasised the challenges he encountered upon joining Spotted Zebra, where an effective onboarding process was yet to be established.
Mark: “What attracted me to the role was that onboarding was a high priority for the founders. They recognised the need for a structured onboarding framework to support their growth and transition as a remote-first business. In an organisation of our size, onboarding can set the tone for new employees – if it’s done well, it can create a positive and welcoming environment.”
Mark discussed the initial state of onboarding at Spotted Zebra, mentioning that the company had not yet implemented a consistent process.
Mark: “There were a few recruiters and very limited support in the people operations space. The onboarding process was ad-hoc at best. We recognised that, during the critical first few weeks, new employees needed a structured yet flexible approach to set them up for success.”
Creating Unique Onboarding Experiences
Mark elaborated on his belief that successful onboarding should be tailored to each business. He noted the pitfalls of generic processes that fail to engage new hires meaningfully.
Mark: “Every onboarding process should be unique to the company. When companies replicate standard procedures without a personal touch, it often leads to disappointment. We must focus on creating an experience that genuinely welcomes new joiners and prepares managers for success too. It’s about inviting them into the company culture and ensuring clarity on their roles from day one.”
He further explained that onboarding can’t merely be a checklist of tasks. It needs to incorporate elements that resonate with new hires and connect them to the company’s mission.
Mark: “Successful onboarding should include introductions to team members and key stakeholders. It should outline our core values and provide insights into our unique products and services. This helps new joiners understand their role in the bigger picture of the company’s success.”
The Importance of Effective Communication
During the interview, we explored why effective onboarding is crucial for employee retention and overall business health.
Mark: “When a new joiner starts, they inevitably question if they made the right choice. If the onboarding experience is poor, it can lead to discouragement and slower productivity, ultimately resulting in costly turnover. Onboarding is a continuation of the recruitment journey, making it essential to keep new hires engaged from day one.”
He also discussed the notion that the onboarding process should allow for feedback from new employees, enabling businesses to balance the experience’s structure with personalisation.
Mark: “We must create an environment where new hires can express their thoughts and feelings about their experience. Regular check-ins can help us see whether our onboarding process remains relevant and beneficial.”
Implementing Effective Solutions
Mark shared some of the practical measures he introduced to improve onboarding at Spotted Zebra.
Mark: “One significant change was investing in an HRIS (Human Resource Information System) to automate and streamline our onboarding processes. We eliminated manual systems that were causing operational headaches, allowing new hires easy access to system logins, tools, and resources on their first day.”
He elaborated on how the HRIS has revolutionised the company’s onboarding experience.
Mark: “It allows us to manage onboarding tasks, provide necessary documentation, and set up accounts automatically. This means that when new employees open their laptop on day one, they have immediate access to everything they need to hit the ground running. They shouldn’t feel overwhelmed by logistics; rather, they should feel excited about starting their new role.”
He also emphasised the importance of providing supportive onboarding experiences for managers.
Mark: “We created onboarding decks and structured sessions that ensure every new joiner gets to meet key people in the company, helping them feel connected from the outset. It’s not just about the HR team; it’s about embedding onboarding into the entire organisation.”
Fostering Continuous Improvement
When asked about gathering feedback from new joiners, Mark discussed how the company constantly identifies opportunities for improvement.
Mark: “We incorporate feedback through onboarding satisfaction surveys and continuously analyse the data. Recent scores show we’re maintaining a high level of satisfaction at over nine out of ten. These insights guide our strategies for enhancing future onboarding experiences, allowing us to adjust according to employee needs proactively.”
This commitment to improvement not only strengthens onboarding but enhances the work culture.
Mark: “We embrace a philosophy of continuous improvement, with the understanding that onboarding is never truly complete. As the company evolves, so too should our onboarding processes.”
Encouraging Team Involvement
Mark also highlighted how fostering engagement across the organisation can enhance the onboarding process.
Mark: “We create opportunities for employees to express their thoughts on onboarding and bring champions from within our teams to advocate for effective onboarding practices. Celebrating those who make a positive impact has proven beneficial too.”
He shared how Spotted Zebra utilises a kudos channel on their internal communication platform to recognise and share successful onboarding experiences.
Mark: “Recognising and celebrating good practices within onboarding creates a buzz around the process. It also reinforces our values, encouraging others to support new hires and take part in the onboarding experience.”
Looking Ahead
Before concluding our conversation, Mark reflected on the evolving nature of onboarding processes.
Mark: “Onboarding should never be static. The journey should be about continuous improvement, adapting as we grow. We need to recognise that small, thoughtful gestures can make a significant difference in how new employees feel as they join the team. The strong foundation we build during onboarding can set the stage for long-term retention and success.”
Final Thoughts
Our conversation with Mark shed light on the proactive and thoughtful approach Spotted Zebra is taking toward onboarding. His insights on engaging new hires, fostering communication, and the importance of continuous improvement in onboarding strategies are invaluable for businesses aiming to enhance their employee experience.
Emma: “Thank you, Mark! This has been an enlightening discussion. Your commitment to creating a seamless onboarding experience is evident, and I’m excited to see how Spotted Zebra continues to thrive and lead the way in innovative onboarding practices!”
Mark’s enthusiasm and strategic vision for onboarding truly reflect the pivotal role it plays in shaping a positive organisational culture. The practices he’s implemented not only enhance the experience for new joiners but also strengthen the company’s foundation during a period of growth, illustrating the powerful connection between effective onboarding and overall business success.