Kristen Beam
Consumer Strategy & Innovation
i am:
- a purposeful and forward-thinking leader in the consumer and shopper toy industry, experienced in driving transformative change within complex organizations.
- a natural at leading cross-functional teams and building strong relationships with stakeholders.
- obsessed with bringing ideas to reality in a shifting, changing, and at times chaotic world.
My Work
THINK CUSTOMER FIRST, ALWAYS
As product owner and business lead for LEGO.com/service, I have poured my heart and soul into ensuring that the platform is as customer and shopper friendly as possible.
In order to move our telephony systems from recorded voice to digital voice, we knew we had to nail not only the scripts but also the way that digital voice intonated--in 30+ languages to boot. I led this transformation, from scripting to implementation, in 2022. The icing on the cake was a redesigned contact us page in 2023.
personas with personality
My friend Sophia is the official face of LEGO Customer Service. She embodies the values and spirit of hundreds of real LEGO experts, and if you need help, you can even interact with her as a chatbot.
The project of creating a full identity for Sophia required a multidisciplinary approach, involving concept design, prototyping, and character and persona development.
I worked on the design with an external agency and persona development with the talented Natalie Barnes.
AWARD-WINNING WORK
