Karyn Furstman Show Notes
When you have had a situation when you needed to get someone to buy-in to change what did you do? Join me as Karyn Furstman shares her story of how she has had success in her many years of leading transformation and change. Listen and learn how Karyn found strength with an approach that is not common practice but has provided her with uncommon results.
A seasoned executive with over 25 years of business experience, Karyn has held many roles of increasing responsibility. Her passion for championing the customer is evident throughout her career. Currently, Karyn is VP of Agent & Customer Experience for Safeco Insurance, a Liberty Mutual company, and leads the Customer Experience, Lean Process Improvements, Training and Communications organizations.
Previously, Karyn was Senior Vice President, Marketing Director for JPMorgan Chase, where she led the Washington Mutual (WaMu) Customer Communications transition team. At WaMu, Karyn held the first ever Retail Bank Customer Experience Executive role where she was responsible for creation, development and execution of the overall strategy. Karyn and her team improved quality and consistency of the Customer Experience across channels which drove increased loyalty and retention.
Karyn held prior management positions at WaMu as the P&L Executive responsible for the deposit product portfolio (checking, savings, CDs, money market investments) and served as Small Business Product Executive where she developed the overall segment strategy, secured board approval, and managed the implementation to over 2,000 retail branches and business sales managers.
Karyn was Senior Vice President at Bank of America for over 10 years in a variety of positions including sales support, product management, marketing communications, training, and technology strategy where she was Program Manager for the bank’s national Customer Relationship Management (CRM) program.
Before her move into financial services, Karyn spent over 10 years in various national advertising agencies in Seattle and Los Angeles, managing various consumer product and corporate accounts.
Karyn is certified as a Master Black Belt in Six Sigma and Lean methodologies.
Karyn serves as Vice Chairman and board member of the CXPA (Customer Experience Professionals Association); a national emeritus trustee position on the Freedom Writers Foundation; and Temple De Hirsh Sinai in Seattle, Washington. She is a mother of three boys, enjoys theatre and music, and as an avid reader, has belonged to her book club for over 25 years
Tweetable Quotes and Mentions
“It’s the relationships with people that we have that carry us through.“ -Karyn Furstman Click to Tweet
“It’s all about feeding those relationships as you move forward in your life.” -Karyn Furstman Click to Tweet
“Find something that you’re passionate about and you’ll never work another day in your life.”-Karyn Furstman Click to Tweet
“Sometimes executives find it hard to know what to do to walk the walk.” -Karyn Furstman Click to Tweet
“Don’t take yourself to seriously and be authentic.” -Karyn Furstman Click to Tweet
“Sometimes it’s two steps forwards and three steps backwards.” -Karyn Furstman Click to Tweet
“Enjoy what you’re doing and the ride you are on together.” -Karyn Furstman Click to Tweet
“I believe that my work in customer experience is something that was meant for me to do.” -Karyn Furstman Click to Tweet
“This phase and this day is all we have.” -Karyn Furstman Click to Tweet
Hump to Get Over
Throughout her career Karyn has led transformation and change initiatives. As part of her responsibilities she needed to help executives at various levels buy-in. Karyn learned how to become positively relentless in her quest to help executives walk the walk. Listen to the show to find out just how Karyn does it, so you can move onward and upward faster.
Holding her back from being an even better leader
Her time management. Being able to make better use of her time.
Best Leadership Advice Received
Be authentic. Don’t be something you are not.
Secret to Success
Her ability to connect people and having a common greater good.