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Jean
Crosbie
Director, Engineering, Customer Support & Launch
Workhuman
Jean is the Director of Engineering, Customer Support & Launch at Workhuman, where she leads teams delivering exceptional customer experiences for the company’s global recognition and engagement platform. With a career's worth of experience in customer-facing leadership roles across both B2B and B2C environments, she has driven process improvements, scaled teams, and enhanced service quality in high-growth, customer-centric organisations. Her career includes leadership roles at Aer Lingus, Dell Technologies, and AWS. At Aer Lingus, she developed the airline’s escalation and refund processes, improving resolution speed and customer satisfaction. With a background in operations management, she blends strategic vision with a hands-on approach to building support frameworks that align with business goals and deliver measurable results.
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04 December 2025 11:45 - 12:30
Panel: Closing the loop - Identifying customer insights that support product evolution
Customer support teams sit on a goldmine of information, capturing the nuances of the customer experience in every conversation. This panel will explore how to transform qualitative customer feedback, the direct voice, frustrations, and aspirations of your users, into a powerful engine for product evolution. Our expert panelists will delve into strategies for building a strong, receptive relationship with your product department, ensuring support insights are not just heard but acted upon. This session will move beyond just highlighting problems; panelists will share approaches for showcasing what's truly working within your product based on these rich, qualitative interactions. Attendees will learn how to cultivate deeper cross-departmental buy in, ensuring support-driven insights lead to impactful, customer-centric product development.