Best Practice Visit to Aegon

Thu 5 Nov 2026
09:30 - 13:30
Aegon UK, Edinburgh

Join us for an inspiring Best Practice Visit at Aegon UK, where the team behind their award‑winning new employee experience transformation share the story behind their success.

You will discover how Aegon tackled rising attrition, absence and a limited talent pool by reimagining recruitment and onboarding – shifting away from traditional, CV‑led hiring towards a bold, behaviour‑first approach. Hear how they redesigned assessment as an immersive, inclusive experience, combining gamified psychometrics with the cinematic “CRAFT” assessment centre to reveal true potential and create a fairer, more engaging candidate journey. Learn how this innovation is underpinned by robust occupational psychology and a clear focus on behaviours aligned to Aegon’s values – ensuring candidates not only perform well in assessments, but thrive in role and connect with purpose.

The team at Aegon will share how their transformation goes beyond hiring to deliver a seamless, human‑centred joining experience – from simplified processes and stronger employer branding to a reimagined induction built around a Learn, Observe, Practice model that accelerates confidence and capability from day one. Gain insight into the measurable impact achieved, including significant improvements in attendance, pass rates, offer acceptance, diversity of hires, engagement and attrition, alongside substantial cost savings through reduced agency reliance.

 

During this session you will explore:

  • How to shift from experience‑based hiring to a behaviour‑led, potential‑focused approach
  • Practical ways to remove bias (including CV‑free recruitment) and widen talent pools
  • Designing immersive, experience‑driven assessment centres that bring out authentic behaviours
  • Creating an end‑to‑end candidate and onboarding journey that builds engagement from day one
  • Applying occupational psychology to improve selection, performance and retention outcomes
  • Delivering measurable ROI through improved hiring quality, reduced attrition and lower recruitment costs

How much is it?

Included as part of your membership benefits.

Why should you go?

Don’t miss this opportunity to see how Aegon has moved beyond process improvement to build a more inclusive, engaged and high‑performing workforce and leave with practical ideas to transform your own recruitment and onboarding strategy.

Who is it for?

For those responsible for leading a team, managing a department or have direct input into the strategic development of their contact centre.

Agenda

09:30
CCMA Welcome and Member Update

Hear the latest news and updates on the CCMA and what to expect from the day.

Laura Farrell, Engagement Manager, CCMA
09:45
Aegon Welcome and Introduction

A warm welcome from Aegon, setting the scene for the visit and the key themes of recruitment, onboarding, colleague development and interactive best practice sharing.

Lauren Jack, Senior Operations Manager, Aegon
10:00
Reimagining Recruitment and Onboarding

Discover how Aegon responded to rising attrition, absence and a limited talent pool by moving from traditional CV-led hiring to a behaviour-first, potential-focused approach. This session will share how immersive assessment, occupational psychology and inclusive recruitment have improved hiring quality, strengthened the candidate journey and supported better onboarding through a Learn, Observe, Practice model. Members will hear the measurable impact achieved across attendance, pass rates, offer acceptance, diversity, engagement, attrition and recruitment costs.

Aegon Team
11:00
Break
11:15
Interactive Best Practice Rotations and Site Tour

Members will rotate through three interactive exercises, giving everyone the opportunity to experience each activity. This will include showcasing Aegon’s escape room experience, a tour of the contact centre, and a practical tools and process session demonstrating how our ways of working support colleagues, customers and continuous improvement.

Aegon Team
12:30
Lunch and Q&A
13:30
Close

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The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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