Customer Value
Delivering products and services that meet or exceed customer expectations.
At Level 1, customer value starts with recognizing that your work contributes to something bigger. You may not yet know how to define or measure value, but you’re learning to ask how what you’re building actually helps the customer. You begin to notice that clean code and working features aren’t enough—what matters is whether they solve the right problem. You’re learning to see through the customer’s eyes, even if you’re not yet shaping what they receive.
At Level 2, you start to actively shape customer value. You’re learning to define what success looks like and to measure whether your work achieves it. You’re beginning to think about the customer’s experience holistically, considering how your contributions fit into the bigger picture. You’re developing the ability to prioritize work that delivers the most impact, even if it means saying no to less important tasks.
At Level 3, you’re becoming a leader in delivering customer value. You’re skilled at identifying opportunities to improve the customer experience and at driving initiatives that deliver measurable outcomes. You’re able to balance technical excellence with customer priorities, ensuring that your work aligns with broader goals. You’re mentoring others to think about customer value and helping your team to focus on what matters most.
At Level 4, you’re a strategic leader in delivering customer value. You’re adept at identifying long-term opportunities to improve the customer experience and at driving cross-functional initiatives that deliver significant impact. You’re able to influence organizational priorities and to ensure that customer value is at the forefront of decision-making. You’re inspiring others to think strategically about customer value and to align their efforts with broader goals.
At Level 5, you’re a visionary leader in delivering customer value. You’re setting the direction for how your organization approaches customer experience and ensuring that customer value is a core part of its strategy. You’re driving transformative change and inspiring others to think about the long-term impact of their work. You’re shaping the future of customer value and ensuring that your organization is aligned with its goals.