Updated 5 days agoopinion
It’s common when joining a new company to get thrown straight in at the deep end. Whilst not always true, often the reason for your employment is because the team is currently understaffed and need additional bodies to help get things done or that there’s a big new feature/product area that needs work and another colleague is needed to deliver that.
When this is the case, it’s easy to overlook the value of ensuring that new employees experience a bit of frontline action. And in the case of my new role as a Product Designer at Moneybox, the experience I’ve had so far is as a frontline customer service (CS) agent. My first two weeks are being spent alongside the wider CS team, learning about our customers' pain points first-hand, as well as those moments of delight—such as someone being able to buy their first home thanks to our LISA—and providing them with world class customer service.
This is the first time as a designer that I’ve not been designing something from day one, and honestly, it’s the best feeling. Whilst I’m itching to get started on my first design project, easing into a company who’s product I’ve used as a customer for the past 4 years by experiencing the CS role has been one of the most enjoyable onboarding experiences I’ve had.
So far, I’ve seen a trend; things that come up via CS enquiries turn into new product features. Period. Obviously this can’t be true for everything we hear, including many customer feature requests, but for anything that is a clear customer issue that appears regularly, this is 100% the case. And this tells me something important; at Moneybox we care about our customer experience and it is embodied throughout the business.
The common requests that come up often (I can’t talk specifics right now due to them being unreleased features) aren’t things that we can’t resolve already. Two of our new features are really straightforward to handle from our CS admin. But the truth of the matter is, a customer should just be able to do it themselves. So that’s what we’re doing. We’re shipping features to make that true. And that embodies for me a culture of customer care and one of shipping necessary features often. It shows a connectedness across the business, from CS to Ops, Design to Development, Insight to Marketing. All of these departments are interconnected, and, woven throughout all of this is a desire to do the best for our customers. That’s a place I want to be. Period.
I’m sure I’ll have plenty more to say, but for now, these are my immediate raw thoughts on the process of being a CS for my first week. Ultimately, a secondment like this is nothing but a positive experience so if it’s possible to do this in your company for new hires, make sure you do!
This site, and all of my work, is dedicated to my hero, my inspiration, and the strongest man I've ever known. My father. I love you Dad ❤️.