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Experience Strategy Podcast with Stone Mantel

May 3, 2023

For many teams, virtual used to be the exception. Now, hybrid is the rule. So, how do leaders of large teams successfully foster accountability and engagement? To answer this question, we talked to Justin Jackson, SVP Product Management and Head of Enterprise Payments, Fiserv. Justin leads a large, dispersed cross-functional team with different goals and needs. To unify and engage them, here’s what he focuses on:

  • Interdependent goals with mutual accountability

  • Measuring success based on the customer’s why

  • Doubling down on customer needs in the end-to-end journey across platforms

  • Employing a win/learn mindset instead of a win/lose mindset