Profile

Director, Customer Experience & Engagement,
Retired
CXPA BOARD OF DIRECTORS

Contact Details

Retired
Kelso, WA

Bio

Barbie Fink is happily retired and currently serves as Vice Chair on the Board of Directors for the CXPA along with mentoring and volunteer work for the association. She is deeply engaged in supporting knowledge sharing and best practice evolution. Barbie’s passion is connecting deeply with people at all levels and helping them realize the positive difference they can make.

In her 26+ years at Adobe, Barbie worked with teams and leaders to champion customer experience innovation and advocacy on a cross-functional basis. She was an agent for change, focused on creating and delivering innovative experiences for customers.

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 was 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 a 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. For her role at Adobe, the outcome was creating urgency and inspiring meaningful change in the way leaders and teams incorporated 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.

Industry

  • Software

Job History

Adobe
Director of Customer Experience
May 2016 - March 2019

Adobe
Customer Experience Transformation Leader
February 2008 - April 2016

Adobe
Senior Manager of Knowledge Management
January 2005 - January 2008

Adobe
Americas Service & Support, various roles
November 1992 - January 2005

Honors and Awards

Adobe Founders Award
Adobe
2002

CX Impact Award
CXPA
2016

Designation

  • CCXP