Commitment to supporting the team: Natalie’s insights on fostering a culture of continuous improvement

Design edition no. 6 — Natalie Kuhn

Design edition

In 2023, I interviewed a group of leaders from the design industry to gather their perspectives on leadership and personal growth. This collection aims to inspire and empower the design community through their shared experiences and insights.

This article is part of the Converations with Leaders publication.

№6 — A conversation with Natalie Kuhn

Natalie Kuhn is a seasoned design leader with over 15 years of experience across diverse industries, including Financial Services, Insurance, Technology, and Retail. Currently serving as Senior Director of Design at Capital One, she additionally mentors at ADPList and is a co-founder of the New York Chapter of the Service Design Network.

Empowerment within a team was highlighted as crucial, and Natalie advocated for a proactive approach. In addition to offering weekly one-on-ones with team members, Natalie offers weekly office hours which provide ongoing opportunities for her team to sign up for support where they need it, when they need it. This approach not only managed availability effectively but also demonstrated a commitment to supporting the team without overstepping managerial boundaries.

Natalie also emphasized the importance of retrospectives as a tool for regular pulse checks. Whether with the team or the manager, she noted that a brief 30-minute session could provide invaluable insights and help maintain alignment. By regularly sharing observations and offering helpful solutions, a culture of continuous improvement and open communication could be fostered.

In complex roles, especially those involving advanced technologies like AI and data privacy, Natalie believed in embracing complexity rather than trying to simplify it. She suggested that every other week, leaders should share their observations with the team to keep everyone on the same page. This approach not only built transparency but also satisfied the team’s curiosity about leadership decisions.

Natalie stressed the importance of transparency and delegation across her teams. When it comes to transparency, she regularly shares with the team what she is learning from business leaders across the space as well as the senior design leadership team to keep them informed. And when it comes to delegation, she believes in the concept that people place higher value on things they helped to build themselves. She hopes that by offering opportunities for the team to create the space and culture they want, they will not only grow through those opportunities but evolve the team into something they truly want to be a part of.

To immediately enhance team efficiency, Natalie suggested taking specific actions, such as organizing team assets to ensure that all resources were accessible and well-maintained. She also emphasized the importance of creating impactful presentations, using visuals to communicate ideas clearly and persuasively. Establishing routines was another key step, as regular practices helped maintain consistency and focus. Additionally, Natalie recommended regularly auditing the team’s working environment to review and optimize the space, ensuring it supported productivity and collaboration.

Effective design leadership, Natalie noted, required close collaboration between the head of design and design operations. Together, they could streamline processes, align the team with business objectives, and ensure that everyone was working towards the same goals. The head of design should focus on making overall strategic decisions while directing sub-leads in their execution. Natalie is a huge advocate of design operations to support the team’s efficiency, overall delivery on strategy, and ability to report out its long-term impact.

Recommendations for further learning

To deepen your understanding of design leadership and strategic thinking, Natalie recommended the following resources:

Books:

• Designing for Growth by Jeanne Liedtka and Tim Ogilvie — A practical guide that introduces business leaders to the principles of design thinking, a human-centred approach to innovation.
• Leaders Eat Last — Simon Sinek explores the concept of leadership through the lens of creating a strong, trusting organisational culture.

Podcasts:

• The Tim Ferriss Show — Features leaders and their approaches to complex problems.
• Design Better — Offers insights into leadership and design in modern business.

#conversations-with-leaders is a collection by Roman Schoeneboom that delves into the multifaceted nature of leadership. It offers a rich tapestry of perspectives on #leadership, #management, and #personal growth.

Rooted in the Old English words “laédan” (to lead) and “léod” (people or nation), leadership has evolved from guiding groups to influencing and motivating individuals toward shared goals. From the Middle English “ledere” to today’s complex work environments, diverse leadership styles offer unique approaches to guiding others.