Exclusive Interview with Angela Hession, Former Chief Customer Trust Officer, Twitch
Jasmine Kees
Sector Head @ Reuters Events | Brand Experience, CX, Marketing, Service, Customer-Centricity, DEI
Welcome to the eighth edition of the Trailblazing Women newsletter - your weekly dose of inspirational leadership insight.
As always, to meet the needs of all our readers, there will be three key aspects to today's newsletter edition:
If I've missed something, let me know and I'll do my best to include it next week.
And finally, thank you for subscribing. If you haven't yet, give it a go and I'll ping you when we launch the interview each week.
Next week's trailblazer is Hazel Mitchell , Senior Director, Global Customer Service, eBay . We’ll explore her remarkable 20-year journey with the company and the leadership philosophy that got her promoted year after year. Don't miss this inspiring conversation about leadership, purpose, and the power of creating opportunities.
Is human-centricity just a buzzword?
It's a term that's been making the rounds in boardrooms and strategy sessions for a few years now... But beneath the corporate jargon lies a concept with real substance and potential, a concept that each of our Trailblazers has either directly or indirectly pointed to.
At its core, human-centricity is about shifting our business focus from purely profit-driven models to ones that prioritise people's experiences and needs, looking at the wider impact on society and culture.?
It’s not about abandoning business objectives; it’s about achieving them in a way that not only puts the customer first, but also puts humanity first.
It recognises that behind every data point, every transaction, there is a person with unique needs, challenges, and aspirations. And, importantly, a knock-on effect within society.
In other words, implementing human-centricity means infusing empathy into businesses and moving from individualistic to collective cultures.
In this week’s episode of Why-How-Impact, we sit down with Angela Hession , who until recently was the Chief Customer Trust Officer for Twitch .
Angela lives and breathes human-centric leadership. Having been at the forefront of building and leading the Xbox safety and trust initiatives at Microsoft , her career reflects a deep commitment to creating safe, inclusive, and empowering digital communities.
Check out the full interview for insights on aligning organisational goals with individual motivations, the importance of clarity and purpose in leadership, and her unwavering dedication to fostering environments where everyone, especially the most vulnerable, can connect, grow, and thrive.
P.S. Please accept my apologies for fading light in my video. The clocks have turned back and London has become a dark, dark place.
WATCH THE INTERVIEW?
Undeniably Clear and Achievable
North Star. Mission. Purpose. Whatever you want to call it.
An organisation needs a shared goal. It helps everyone understand not just where the company is headed, but why.
This sense of purpose is crucial for motivating and engaging your team, allowing them to see how their work contributes to the bigger picture.
When the vision is clear, it aligns everyone in the organisation towards common goals, and understanding the "why" behind their work leads to higher productivity and job satisfaction.
However, it's not just about having a lofty goal – it's about creating a vision that's both inspiring and attainable.
"It's always doing that balance of ensuring the North Star is definitely something to aspire to, but something that people feel they can achieve as well."
This approach is crucial in the extremely demanding, blink-and-you'll-miss-it tech space. A North Star that feels out of reach can lead to demotivation and burnout. On the other hand, a clear, achievable vision energises teams and fosters a sense of shared purpose.?
But how do we strike this balance?
领英推荐
It starts with understanding your team's individual capabilities and aspirations. Engage in open dialogues, gather feedback, and be willing to flex the vision to align with team members individual why-how-impact.
Remember, a North Star isn't static – it evolves as your organisation grows and changes.
Pay it Forward
When we talk about legacy in business, it's easy to focus on tangible achievements – products launched, profits made, markets conquered.
But Angela’s legacy is more human-centric. It’s about the teams she has built and the people she’s empowered along the way.
"We can talk about the things we've done, but we haven't done it without great people."
This sentiment encapsulates a leadership philosophy that prioritises human growth and development over mere operational success.
At the heart of this approach is the cultivation of self-belief, particularly among women in leadership roles. We all know that one leader that believed in us, that person that gave us our “big break” in leadership. Angela wants to throw down the ladder to those climbing below her.
"Someone was willing to take a risk on me as a leader."
This pay-it-forward mentality is crucial for creating a more diverse and inclusive leadership landscape. By actively seeking out potential in others and providing opportunities for growth, we can create a ripple effect that extends far beyond our immediate sphere of influence.?
Nurturing future leaders isn't just about professional development – it's about fostering a sense of purpose and confidence that permeates all aspects of life.
It's about that trickle down effect.
How You Can Incorporate This Advice
Today:?Start by reflecting on your own leadership style and the clarity of your organisation's vision. Take a moment to consider whether your team understands the "why" behind their work. Engage in a conversation with a team member today to discuss their individual goals and how they align with the organisation's objectives.
This Month:?Over the next few weeks, focus on establishing or refining feedback loops within your team. Create opportunities for open dialogue where team members can share their thoughts on the current vision and suggest improvements. Use this feedback to ensure that your North Star is both inspiring and attainable, adjusting as necessary to align with the evolving needs and aspirations of your team.
Within the Year:?As the year progresses, work on building a culture of empowerment and inclusivity within your organization. Identify potential leaders and provide them with opportunities to grow and develop their skills. By investing in your team's development, you'll be fostering a legacy of growth and innovation.
Throughout Your Career:?Embrace a human-centric approach to leadership by consistently considering the broader impact of your actions. Remember that true leadership is about empowering others and creating environments where everyone can thrive.
What is your human-centric impact?
In the heart of effective leadership lies a deep commitment to people – their growth, their understanding, and their potential.
But the modern business landscape is complicated, and I'd argue that many organisations are losing the human element. We know that the human-centric approach drives genuine success and creates a lasting impact, but we have to make a conscious effort to put people first.
The challenge now lies before us: Will we dismiss human-centricity as just another buzzword, or will we embrace it as a fundamental responsibility to positively shape our society?
Your experiences and insights are valuable. How have you seen human-centricity make a difference in your organisation? What challenges have you faced in implementing this approach?
Share your thoughts in the comments below – let's learn from each other and drive this important conversation forward.
And don’t forget to tune in next week with Hazel Mitchell , Senior Director, Global Customer Service, eBay . We’ll explore her remarkable 20-year journey with the company and the leadership philosophy that got her promoted year after year. Don't miss this inspiring conversation about leadership, purpose, and the power of creating opportunities.