the Customer Advocacy Guild

PROJECT BRIEF

Role: Director, Product Design and Facilitator of the Guild

Team Size: Collaborated with four other Directors in Operations, Research, and Product

Project Duration: 6 months from ideation to implementation

The Customer Advocacy Guild at Bill has been actively working on several initiatives to enhance customer advocacy within the design team. Our efforts have focused on defining customer advocacy, identifying problems in current practices, and proposing solutions to improve customer-centered solutions. Here are some key activities they have been involved in:

A deep understanding of customers' needs, pain points, barriers, and desires within cross-functional environments.

We identified that designers face challenges incorporating the right levels of customer advocacy into their work due to a lack of well-defined standards and empowerment in utilizing self-service options.

• Introducing infrastructure to enable more self-service options for designers.
• Building visibility around a centralized research and analytics repository
• Providing training modules to support independent learning and standardization.
• Creating a culture that drives customer engagement as a mindset across the organization.
• Dedicating time for designers to plan, conduct, and collect insights.

• Guild plan to implement solutions based on their findings, increase designers' customer interactions to weekly, and explore programs to increase customer touch points.
• They aim to champion the importance of customer advocacy across the Design Leadership Team (DLT).

• A more cohesive way of working to increase customer engagement regularly.2
• Opted-in panels to support more efficient recruitment processes.2
• More robust training and a detailed research playbook.2

They recognized the need for significant partnership with Resource Operations (ResOps) to ensure the operational success of their initiatives.