In the latest display of favoritism, a new CX Team Lead was appointed without conducting a formal interview process to consider various interested representatives.
What's most disheartening about this promotion is that for two consecutive years, the CX team hasn't received cost-of-living raises. Instead, they've been directed to follow Career Ladders provided by CX Leadership. These ladders were introduced to incentivize team members to develop their skills, potentially leading to advancements in both pay and skill set for leadership roles.
Although this plan was implemented, it was paused in July, and hasn't been revised as of the latest performance reviews. Consequently, CX team members haven't received cost-of-living raises or been eligible for promotions for over two years.
During 2023, the CX Director encouraged managers to delegate leadership tasks to senior CX representatives, promising that "extra responsibilities would be highly favored when it's time to open up a new leadership role." This became the standard response when managers expressed concerns about being overwhelmed with work and tasks.
Rather than considering internal candidates, the role was handed to the Director's favored CX representative (who was not a senior representative) who possesses little knowledge of the teams they now oversee, but is expected to report all team grievances back to management.
Your CX team's invaluable members are gradually being lost in favor of temporary staff who may not exhibit the same dedication to your product or customers as those who've been with you from the beginning.
