Pros
Competitive pay and benefits.
Talented peers (outside of leadership).
Opportunities to work on meaningful CX and service design initiatives — when not being blocked by management.
Cons
Leadership issues across both the CX and Service Design teams severely impacted morale and productivity.
I was transferred from CX to Service Design without any input, primarily because I had a voice and advocated for fairness — something not welcomed by my manager.
A newly hired lead, with little relevant knowledge, was favored and trusted over experienced team members. This led to dysfunction, poor decision-making, and eventually, I was pushed off the team.
On the Service Design team, leadership was toxic. The manager was controlling, unsupportive, and regularly took credit for others’ work.
Micromanagement was extreme — even emails were scrutinized line by line. Despite 10+ years of professional experience, I was not trusted to communicate with stakeholders or participate in strategic discussions.
Favoritism and exclusion were common, and recognition was only given to a select few.
Leadership generally operated in silos, lacked transparency, and created a demoralizing work environment where trust and autonomy were practically nonexistent.