Something I find really fun (and I happen to be good at)? The sweet spot between customer experience and marketing. As a strategist with a design thinking background, I love understanding what’s happening on the customer side to inform marketing, copywriting, and storytelling to create a more easeful and impactful customer experience.

At Rasa, I often worked with the customer care team to write and rewrite macros, respond to sensitive customer inquiries, and understand areas of customer friction that we could address with copy—whether that be through education, clearer marketing campaigns, updating PDPs, or ensuring the website had their questions answered. To that end, I helped to launch an FAQ help center on the Rasa website, updating and creating dozens of FAQs to ensure customers had the information they needed at their finger tips.

I also completed a (confidential, sorry!) report where I deep dive into areas of customer friction and churn, and how we could intercept these issues interdepartmentally—whether that’s through clearer marketing, operational efficiencies, or otherwise.