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 Digital Media business unit, she 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. 

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.

She has a Green Belt in Lean Six Sigma, and is a Net Promoter Certified Associate. Barbie is an active member of the Customer Experience Professionals Association (CXPA) and is deeply engaged in supporting knowledge sharing and best practice evolution. She is a Certified Customer Experience Professional (CCXP) and is a member of the CCXP Board. Barbie received a BA in Psychology from the University of Maryland.
 
Find Barbie online at:
LinkedIn:  www.linkedin.com/in/barbiefink

Adobe is the global leader in digital marketing and digital media solutions. For more information, visit www.adobe.com.