Maximizing Team Engagement and Accountability in a Hybrid Workplace: Insights from Fivserv's SVP of Product Management, Justin Jackson

Experience Strategy Podcast with Stone Mantel

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Maximizing Team Engagement and Accountability in a Hybrid Workplace: Insights from Fivserv's SVP of Product Management, Justin Jackson

Dave Norton

May 03, 2023

For many teams, virtual used to be the exception. Now, hybrid is the rule. So, how do leaders of large teams successfully foster accountability and engagement? To answer this question, we talked to Justin Jackson, SVP Product Management and Head of Enterprise Payments, Fiserv. Justin leads a large, dispersed cross-functional team with different goals and needs. To unify and engage them, here’s what he focuses on:

Interdependent goals with mutual accountability
Measuring success based on the customer’s why
Doubling down on customer needs in the end-to-end journey across platforms
Employing a win/learn mindset instead of a win/lose mindset

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Experience Strategy Podcast with Stone Mantel

Have you ever had an experience as a customer that left you wondering, “What were they thinking?” The Experience Strategy Podcast has your answer!

We are endlessly curious about what makes great customer experiences and the strategies that successful (and unsuccessful) organizations leverage to create deep and meaningful relationships with their customers. In each episode we explore a notable customer experience through the customer’s perspective to unearth the powerful strategic lessons in these experiences for brands large and small.

Whether you are part of a vast experience strategy team, or you’re a small business owner interested in creating an experience strategy that drives customer loyalty and value, you'll find powerful, actionable CX and employee experience insights in every episode.

The Experience Strategy Podcast is hosted by Dave Norton and Aransas Savas. Dave is an Experience Strategist, the Founder of Stone Mantel, an insights consultancy, and Author. Aransas is a Coach and Experience Designer who has worked with leading consumer-facing brands, to create meaningfully motivating experiences for the last 20 years.

Learn more at https://experiencestrategypodcast.com and https://www.stonemantel.co/

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