COMMERCIAL & CUSTOMER JUDGMENT
Customer Centricity
Whether customer insight actually changed a decision and an outcome, not whether you can describe your customers sympathetically.
← All 16 dimensions in the competency frameworkWhat strong evidence looks like
- A specific piece of research or usage evidence that changed a real decision
- What happened to the product or the metric after that change
What weak evidence looks like
- General customer-empathy language with no specific insight named
- No decision that would have gone differently without the customer evidence
A real follow-up question
“What did you believe about the customer before this, and what specific evidence changed your mind?”
Questions like this follow directly from what you just said, not from a fixed script -- they exist to find out whether an answer holds up, not to check a box.
Browse by career level
The evidence standard for Customer Centricity shifts with scope. Select a level to see what strong evidence looks like, what changes from the level below, and a real interview probe.
Customer Centricity at the PM levelA single feature, component, or defined product area within one team.Customer Centricity at the Senior PM levelA defined product area with real ownership of roadmap and metric accountability.Customer Centricity at the Principal PM levelCross-team or full product line scope. Often defining the boundaries rather than operating inside them.Customer Centricity at the Director levelA product area spanning multiple teams, often with PMs reporting directly.Customer Centricity at the Senior Director levelA large product portfolio or multiple product areas, often with directors reporting.Customer Centricity at the VP levelA full product line, major business unit, or portfolio with P&L accountability.Customer Centricity at the CPO levelCompany-wide product vision and strategy, as a member of the executive team.
Related dimensions in Commercial & Customer Judgment
See where you actually stand on this
A self-assessment only goes so far. The adaptive interview tests exactly this kind of evidence, in your own words, with follow-up questions built to find out whether it holds up.