A CX leader creates a ‘role builder’ to help his peers and recruiters connect
Most career resources are developed by people who have never applied for the kind of job you want, and never will. Bill Staikos decided it was time for customer experience (CX) professionals to get a tool created by one of their peers.
As the founder of Be Customer Led, Staikos is a highly active presence on LinkedIn, which means he has witnessed first-hand the way many CX teams are being decimated and talented people are struggling to find work. Rather than limit himself to offering advice through text messages or DMs, Staikos has done something different: vibe-coded a platform that lets people see how likely they are to be found by recruiters.
My Role Builder lets users upload their LinkedIn profile and a resume and then tests them against what employers are seeking for titles like a chief customer officer. The result is not writing tips to make profiles sound better, a way to identify the signals a profile is sending to potential recruiters based on the user’s skills, experience and business outcomes they’ve achieved.
“What struck me was that everyone was kind of treating the ‘About’ section of their LinkedIn profile like their resume,” Staikos told 360 Magazine. “(My Role Builder) has been helpful from the perspective of getting people to rethink the way they approach LinkedIn and how they position themselves in the marketplace.”
Staikos, whose own career history includes senior leadership stints at BNY and Medallia, noted that My Role Builder is coming out at a time when the scope of CX jobs is also evolving. Many want to go beyond running a Net Promoter Score (NPS) program and provide higher value to organizations.
“They all want to be doing something more: aggregating signals, driving more influence across the organization, running CX governance,” he said. “I think we are at a point, frankly, particularly given AI, where we need to start thinking about our roles differently.”
At BNY, for example, Staikos said he created a team that combined data scientists, data architects and front-end developers that created predictive models to drive better efficiencies in sales and service. Ambitious CX professionals will need to consider how they can transcend the “survey mindset,” he said.
My Role Builder lets you select up to six different roles. By connecting to OpenAI’s application programing interface (API), it then runs a scoring rubric and recruiter simulations based on how recruiters research for talent on LinkedIn.
Users get guidance on what they should change about their profiles to improve their odds of being recruited. Staikos also interviewed recruiters on their thinking and processes to better inform how the platform works.
Although My Role Builder charges a nominal fee, Staikos doesn’t see it as a product that will sit under Be Customer Led. Instead, this was a project borne out of a desire to assist the community, and to challenge himself on whether he could build it.
“I’m very vocal around the buy-versus-build conversation going on in the tech space right now,” he admitted. “I was very surprised at how quickly I could build that first version, but I was equally surprised in how much I didn’t know.”
No matter what they see after using My Role Builder, Staikos said articulating why CX matters should be a baseline expectation for anyone leading it.
“It is your responsibility to highlight and show the value of you and your team everywhere in the organization, and look for opportunities and new ways to highlight that value,” he said. “You can’t put an NPS chart in front of people and give the reasons why (your score) is going down and expect that people automatically get it and decide to act. It doesn’t work that way.”
