Director of Customer Experience at Adobe Systems
Barbie Fink works with teams and leaders across Adobe to champion
customer experience innovation and advocacy on a cross-functional basis.
In her current role within Adobe’s Customer & Employee Experience
Organization and previously in the Digital Media business unit, Barbie
is an agent for change, focused on creating and delivering innovative
experiences for customers of many of Adobe’s leading products and
solutions, including Adobe Creative Cloud and Document Cloud.
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 has been 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
Adobe’s customer-focused operations, including Customer Care, Technical
Support, Operations, Knowledge Management & Self-Help, and Online
Experience. Barbie is an active member of the Customer Experience
Professionals Association (CXPA) and is deeply engaged in supporting
knowledge sharing and best practice evolution.