Headspace is one of the world’s highest grossing health and fitness apps. Having capitalised on a rapidly growing interest in meditation and mindfulness, the company now has tens of millions of users worldwide. Lupe Gonzalez is VP of Customer Experience for Headspace, responsible for attracting new users, giving them an experience that delights, and turning them into lifetime customers.
In this episode, Lupe talks about:
- Being part of the Headspace journey
- The company’s goal of helping to enhance people’s lives
- Working with the calming voice of Andy Puddicombe, co-founder of Headspace
- The challenge of delivering a consistent and quality customer experience
- How voice-assist software will shape the Headspace product
- The importance of female leaders in tech and CX
In the following extract, Lupe discusses the value of having empathy and vulnerability as a leader in tech.
“It’s definitely something that comes naturally to me but it’s also something that I hid for a really long time. Early on in my career if you expressed any sort of vulnerability it might have appeared as weakness, so it’s something that I’ve learned to embody in a very strong way.
“Vulnerability has its negative connotation – one that is absolutely the opposite. I think being able to be that self-aware and that honest to express that [vulnerability] shows great resilience and strength. I think it goes to show that you are able to be transformational and that you’re able to evolve because you’re so self-aware.
“I personally think it’s a strength, it’s something I take pride in – being honest and not necessarily sugar-coating, just being really transparent, and I think that’s something that some folks would say about me.
“It’s not always a positive for some folks, not everybody is okay with honesty, but I think it’s really important in order to be respected as a leader.”
If you enjoyed this podcast, be sure to check out some of our other episodes such as our interview with Carl Dempsey, VP of Solution Engineering, EMEA at Salesforce or the conversation with our CEO Dan Kiely.