How to hire killer talent (and keep them)

A few weeks ago I had the opportunity to interview Andrew Duncan, Founder and CEO of Vertice Labs on the Building Great Experiences podcast (video below).

We covered a lot of ground (including this discussion on how Agile can hurt customer experience) and explored what it means to hire and nurture “10x talent”—those rare individuals who are not only highly skilled but also have an outsized impact on their teams and organizations.

In this edition, we’ll dive into the strategies and mindsets needed to identify, attract, and grow 10x talent to drive success.

1. Defining 10x talent: What makes a candidate stand out?

The concept of 10x talent isn’t just about finding the best developers, designers, strategists, or marketers. It’s about identifying folks who can multiply the effectiveness of those around them.

Duncan described 10x talent as people who have a unique blend of skills, problem-solving abilities, and a deep understanding of both their craft and the broader business context. When I’m hiring, I look for four key traits. A high give-a-sh*t factor (people who really care), a growth mindset (always learning), a bias towards action (doers, not talkers), and good communication skills. If someone has these, I know they’re going to be a good add to the team.

I also use the 70/30 rule. 70% of what I look for are hard skills (the things you can teach, like coding or design). The other 30%? That’s the most important stuff—character, attitude, how they work with others. I’d rather hire someone with a great attitude and teach them the technical skills than the other way around.

Putting this into practice:

• Look beyond technical skills in interviews; assess candidates for their ability to think critically, solve problems creatively, and understand the bigger picture.

• Use scenario-based questions to evaluate how candidates approach real-world challenges and their potential to influence and lead others.

• Prioritize candidates who demonstrate a strong learning mindset and a passion for continuous improvement.

2. Create an irresistible value proposition

Attracting 10x talent requires more than just competitive salaries or flashy perks. These individuals are often looking for opportunities where they can make a meaningful impact, work with other high-caliber teammates, and be part of a culture that values innovation and growth. It’s critical to create a compelling value proposition that resonates with these top-tier candidates.

Putting this into practice:

• Clearly communicate your company’s mission, vision, and values during the recruitment process. Highlight how the candidate’s role will directly contribute to achieving those goals.

• Showcase examples of innovative projects and initiatives your team is working on, and emphasize opportunities for personal and professional growth.

• Develop a strong employer brand by sharing success stories from current employees, demonstrating how they’ve grown and thrived within your organization.

3. Culture beats talent

I’ve seen it time and again—teams that click, that share the same values and work ethic, outperform teams with the most "talent." It’s not about having a bunch of all-stars; it’s about having people who play well together and have each other’s backs.

10x talent thrives in environments that challenge them and encourage innovation. Creating a culture that fosters creativity, autonomy, and collaboration is crucial. In our podcast, Duncan highlighted the need for a work culture that encourages experimentation, tolerates failure, and celebrates learning and growth.

Putting this into practice:

• Create a supportive environment where team members feel safe to experiment, innovate, and take calculated risks without fear of failure.

• Encourage collaboration and cross-functional teamwork to leverage diverse perspectives and enhance problem-solving capabilities.

• Implement regular feedback loops to provide ongoing support and coaching, helping employees grow and continuously improve.

4. Create space for continuous learning

To nurture 10x talent, companies need to invest in continuous learning. High performers are often driven by a desire to develop new skills. Providing access to the right resources, mentorship, and opportunities for growth is key to keeping these folks engaged and motivated.

Putting this into practice:

• Offer access to professional development resources, such as online courses, workshops, conferences, and certifications relevant to employees’ roles.

• Establish mentorship programs that pair talent with experienced leaders or peers to share knowledge and provide guidance.

• Encourage your team to set personal development goals and provide time and resources to pursue them. Don’t just talk the talk! Truly invest by creating dedicated time for learning on-the-job, not expecting it to happen after hours 😉 

5. Empower teams with autonomy and trust

It’s incredibly important to give your team the autonomy to make decisions and take ownership of their work. Trusting them to execute responsibilities (without being an overbearing micromanager) will unlock creativity and innovation and drive better results. Frankly, if you don’t do this… 10x talent will leave. Period.

Putting this into practice:

• Set clear expectations and provide strategic direction, but allow teams the freedom to determine how they achieve their objectives.

• Encourage a culture of trust by avoiding micromanagement and providing your team with the tools and support they need to succeed.

• Recognize and celebrate achievements, both big and small, to motivate teams and reinforce a sense of ownership and accountability.

6. Hire for future potential

Think about where your team is heading, not just where it is now. Hire people who can grow with you, who bring new perspectives, and who are excited about where your company is going. Sometimes the best hires aren’t the ones with the most direct experience. They’re the ones who grow your culture and have the right mindset. I’ve hired career changers and junior folks who turned out to be rockstars because they had the core traits I was looking for. 10x talent should not only align with your company’s values but also demonstrate the ability to grow into future roles as your organization evolves.

Putting this into practice:

• Develop a structured interview process that assesses cultural alignment, including questions about candidates’ values, work style, and how they handle challenges and conflicts.

• Consider candidates who show adaptability and potential for growth, even if they don’t have all the skills required for the role today.

• Involve multiple team members in the interview process to get a holistic view of how well candidates align with your company culture and team dynamics.

Wrapping up

Building a high-performance team isn’t just about finding the best individual contributors; it’s about creating an environment where 10x talent can thrive, innovate, and drive meaningful impact. By focusing on culture, continuous learning, autonomy, and strategic hiring practices, you can attract and retain the talent that will help your organization achieve its goals.

Ultimately, hire for character first - then talent and skill.

I hope these insights provide you with actionable steps to attract, hire, and grow the best talent for your team 😊

Onward & upward,

Drew

P.S. If we haven’t met yet, hello! I’m Drew Burdick, a leader in Customer Experience (CX). For over 15 years I’ve worked with organizations of all sizes to enhance their CX and design solutions that drive business results. Have a question? Reply to this email or reach out on LinkedIn.