Principal Customer Experience Improvement Leader at Adobe Systems
Barbie Fink works with teams and leaders across Adobe to champion customer experience innovation and advocacy on a cross-functional basis. In her current role within Adobe’s Customer & Employee Experience Organization and previously in the Digital Media business unit, Barbie is an agent for change, focused on creating and delivering innovative experiences for customers of many of Adobe’s leading products and solutions, including Adobe Creative Cloud and Document Cloud.
Barbie is first and foremost a customer champion and a relentless advocate for great end-to-end experiences across the customer lifecycle. During her tenure with Adobe, Barbie has been a leader in the creation and implementation of a company-wide customer “top issues” process with a set of related best practices, including root cause analysis, issue triage and prioritization, customer storyboarding, experiential improvement strategies and measurement. She was also critical to the introduction of customer experience reviews to Adobe, allowing a broader set of teams to better anticipate customer needs based on product, audience, or location, and establishing new best practice for multiple teams to leverage as part of their go-to-market processes. Barbie is an engaging storyteller, using customer stories together with measurable data and analysis, to raise visibility around the issues customers face – creating urgency and inspiring meaningful change in the way leaders and teams incorporate customer experience in their planning and execution.
With over two decades of direct customer engagement and learning, Barbie has applied her passion for the customer experience in many areas of Adobe’s customer-focused operations, including Customer Care, Technical Support, Operations, Knowledge Management & Self-Help, and Online Experience. Barbie is an active member of the Customer Experience Professionals Association (CXPA) and is deeply engaged in supporting knowledge sharing and best practice evolution.