Director, Customer Experience & Employee Engagement, Adobe Systems (Retired)
Barbie Fink works with teams and leaders to champion customer experience innovation and advocacy on a cross-functional basis. She is an agent for change, focused on creating and delivering innovative experiences for customers. Barbie’s passion is connecting deeply with people at all levels and helping them realize the positive difference they can make.
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 wad 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 customer-focused operations, including Customer Care, Technical Support, Operations, Knowledge Management & Self-Help, and Online Experience. Barbie currently serves as Treasurer on the Board of Directors for the Customer Experience Professionals Association (CXPA) and is deeply engaged in supporting knowledge sharing and best practice evolution