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.
Key Behaviors
- Identifies long-term opportunities to improve customer experience
- Drives cross-functional initiatives that deliver significant impact
- Influences organizational priorities effectively
- Inspires others to think strategically about customer value
- Aligns efforts with broader goals
Common Struggles
- May face challenges in influencing organizational priorities
- Can encounter resistance when driving cross-functional initiatives
- Might struggle to balance competing priorities effectively
Success Indicators
You know you're successful when you:
- Identify long-term opportunities to improve customer experience
- Drive cross-functional initiatives that deliver significant impact
- Influence organizational priorities effectively
- Inspire others to think strategically about customer value
Mindset Shift
From:
"What’s my team’s contribution?"
To:
"How can we drive strategic change?"
Questions to Ask Yourself
- What long-term opportunities exist to improve customer experience?
- How can I drive significant impact through cross-functional initiatives?
- What can I do to influence organizational priorities effectively?
Build These Habits
- 1Identify long-term opportunities for improvement regularly
- 2Drive cross-functional initiatives that deliver significant impact
- 3Inspire others to think strategically about customer value
Seek Feedback
- "How can we improve customer experience strategically?"
- "Are we driving the right outcomes effectively?"
- "What can I do to influence organizational priorities effectively?"
Signals You're Ready to Level Up
- You lead cross-functional initiatives that improve customer experience
- You drive significant impact effectively
- You inspire others to think strategically about customer value
Focus Summary
- Drive strategy
- Influence priorities
- Inspire others
At Level 4, customer value is about strategic leadership. It’s the moment you start to see your work as a way to drive significant change and to inspire others to think strategically about what matters most.