Case Study: Lumen achieves a customer-obsessed talent experience with Phenom

How Lumen Is Powering a Customer-Obsessed Talent Experience for All Stakeholders

Lumen, a multinational technology company, needed greater agility in talent acquisition to deliver a more customer-obsessed experience for candidates, recruiters, and employees. They faced a slow, hard-to-update career site, limited above-the-funnel visibility for recruiters, and barriers to internal mobility. To address these challenges, Lumen partnered with Phenom and evaluated solutions that could tie candidate, recruiter, and employee experiences together.

Phenom implemented its Career Site (CMS), CRM, Chatbot, Talent Marketplace, Referrals, SMS campaigns and other platform features to centralize data, personalize candidate journeys, and surface internal opportunities. As a result, Lumen filled up to 35% of roles internally, saw 38% of new CRM leads driven by Phenom features, Phenom Campaigns delivered over 10% of applies, and reported 10%+ YOY increases in chatbot conversations and a 9%+ YOY lift in apply click conversion—while reducing internal support tickets and boosting recruiter efficiency.

Lumen

Annie Roberts

Talent Acquisition Operations and Marketing Senior Manager