Citizens Bank’s Head of Talent Acquisition Strategy & Services, Kristin McMillen joins the Hiring Excellence podcast to unpack a company-wide shift to skills-first hiring. We dig into their “hiring blueprint,” the move from IQ/EQ to LQ (learning quotient), and evolving recruiters into talent advisors. Hear how they handle 25k interviews to make 5k hires, keep candidate NPS in the high 70s, and use AI plus process design to drive consistency, speed, and better business outcomes.