My job is to understand our customers to such an extent that we deliver designed, differentiated experiences so fantastic that they stay loyal to our brand and refer us to their friends and family. I'm responsible for fostering and amplifying the voice of our customers throughout our organization so we can develop effective strategies and make sound business decisions.
My role constantly evolves, which keeps it interesting. But on a typical day I read customer survey comments and listen to customer phone calls to identify top pain points. Then I'll work with cross-functional teams to resolve the root cause of the issues so other customers don't have the same negative experiences. We ask our customers to provide feedback, so it's important to listen, empathize, and then respond and act on that feedback by improving our products and services. To be effective, I've got to be curious, think critically to identify root causes, be flexible and open to ideas and focus on delivering results. It's important to learn, adjust, and pivot when things aren't working and try another approach.