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IntermediateBEHAVIORAL
Describe a time you worked on a cross-functional initiative that required input from analytics, product, operations, and customer-facing teams. How did you ensure that customer focus remained central while reconciling different functional objectives?
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General

Sample Answer

At GeneralCo, I led a project to redesign our onboarding for a product used by about 80,000 active customers. Product wanted to push feature adoption, ops was focused on reducing support tickets by 15%, and sales wanted to keep the process as short as possible. To keep us anchored on the customer, I started by having analytics share a simple journey map with drop-off rates and time-to-value, and I brought 10 recent customer interview clips to our first workshop. We agreed on one shared north star: reduce time-to-first-success from 7 days to 3 without lowering CSAT below 4.5. With that in place, trade-offs got easier. For example, we cut two low-impact steps Product wanted, in exchange for adding in-app walkthroughs that support could maintain. After launch, we hit 3.2 days time-to-first-success, CSAT stayed at 4.6, and tickets on onboarding dropped 22% in the first quarter.

Keywords

Aligned diverse stakeholders around a single customer-centric north star metricUsed data and customer voice (journey analytics, interviews) to ground discussionsFacilitated trade-offs by tying decisions back to time-to-value and CSATDemonstrated measurable impact across both customer experience and operational metrics
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