Describe a time when you incorporated customer feedback into the implementation plan or in the way the business was run.
Stripe is obsessively user-focused. First, the interviewer will want to hear that you care about customers by recalling feedback that stood out to you in the past. Second, they will want to hear how you used that feedback in your implementation plan. When positioning your response, demonstrate empathy towards the customer and speak about feedback in specific terms.
"During my time as a project manager at XYZ, I managed the development of a client's new service offering. We built the front end: landing pages, appointment scheduling, and the like. We also supported the back end. The client had a very specific taste in aesthetics which did not translate well for the business. For example, they preferred graphics that could confuse customers. I did a quick research about how their choices would negatively impact customer engagement and presented the facts to them. We reached a compromise for go-live, but the final product still bothered me.
In the first couple of months of the site being live, I plugged in a website heat-mapping tool that would monitor customer interaction. Long story short, I somehow proved that customers were confused by the visuals. I worked with our creative director on new visuals and we ran an A/B test. Our A/B test proved us right. In the end, we were able to persuade the client to change the design. In addition, we started implementing the same A/B process for other clients, which enabled the company to scale our offerings."
