The Background
The Social Listening Capability was developed the year before I joined SapientRazorfish.
I initially came on as a team member, and soon took over as Global Capability Lead.
While my research work took me more into experience research + user testing,
I continued to oversee the development of the capability and its team members.
MY APPROACH
(i.e. things I believe in)
It’s all about people
Process and structure should let you work faster and smarter
Get creative
Communication, trust, respect
Help me help you
WHAT IT ENCOMPASSES
Capability Growth
Operations
Thought Leadership
People
OPERATIONS
Processes, tools, and ways of working
Intake forms, and shared planning document for visibility and accountability
Evolved the delivery model to be more agile and impactful.
THOUGHT LEADERSHIP
Encouraging the team to push the boundaries on our thinking and our ideas, by fostering a culture of creativity and exploration.
PEOPLE
Individual
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Yearly formal EYP growth planning
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Quarterly EYP check-in's
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Weekly 1:1's
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Honest conversations about goals, interests, and growth areas
Team
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Shared responsibilities and accountability for shaping and achieving team goals
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"Shout out" environment
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Team social outings
- Family > Team
IMPACT
Business:
Doubled the number of Social Listening project engagements YoY
Seen as a foundational research input amongst secondary, experience research + user testing
Contributed to a number of key new + organic business developments
Kept the Social Listening capability viable in a rapidly changing and growing organization
IMPACT
People
Twice nominated for an SR_ Impact Award
Have grown & coached teammates into new positions
Testimonial from departing teammate
