Customer Value

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.

Key Behaviors

  • Defines success criteria for their work
  • Considers customer experience when making decisions
  • Prioritizes tasks based on impact
  • Collaborates with product teams to understand customer needs
  • Seeks feedback to validate assumptions

Common Struggles

  • May struggle to balance technical and customer priorities
  • Can overlook the broader impact of their work
  • Might hesitate to challenge assumptions

Success Indicators

You know you're successful when you:

  • Define clear success metrics for your work
  • Think about how your contributions fit into the customer journey
  • Prioritize tasks that deliver the most value
  • Collaborate with others to ensure alignment on customer goals

Mindset Shift

From:

"What’s my task?"

To:

"What’s the customer’s goal?"

Questions to Ask Yourself

  • How does this work improve the customer experience?
  • What metrics will show that this is successful?
  • Are there better ways to achieve the desired outcome?

Build These Habits

  • 1
    Discuss customer goals with your team regularly
  • 2
    Review success metrics for your work
  • 3
    Reflect on how your contributions impact the customer journey

Seek Feedback

  • "Does this align with customer priorities?"
  • "Are we solving the right problem effectively?"
  • "What could improve the customer experience further?"

Signals You're Ready to Level Up

  • You define success criteria for your work
  • You prioritize tasks based on customer impact
  • You collaborate effectively to align on customer goals

Focus Summary

  • Define success
  • Think holistically
  • Prioritize impact

At Level 2, customer value is about shaping outcomes. It’s the moment you start to see your work as part of a larger system that delivers real impact.