We caught up with the brilliant and insightful Jaclyn Faubert a few weeks ago and have shared our conversation below.

Jaclyn, thanks for taking the time to share your stories with us today We’re complete cheeseballs and so we love asking folks to share the most heartwarming moment from their career – do you have a touching moment you can share with us?

Definitely! Big pharma often gets a bad reputation for many reasons, but in my previous role, speaking to patients from all backgrounds and walks of life and hearing firsthand what they were going through painted a different picture—at least in my experience as a Case Manager for a well-known brand and an expensive specialty medication.

One of the patients I was assigned to had severe psoriasis. From our initial onboarding call, I could tell he was feeling down, defeated, and that his confidence was at an all-time low. He had seen many different providers and specialists and was starting to lose hope. Nothing had worked so far, and his frustration was real and evident. He was a young man, just starting out in his career, and had recently moved to a new, larger city from his hometown—a situation I could relate to since I was from a similar background. We bonded over this commonality. I assured him that I would do whatever it took to help him start his newly prescribed treatment as soon as possible and ensure it was affordable so that cost wouldn’t be a barrier.
He was grateful for my help and for listening to his worries.

I got to work right away, managing to get him started on the medication that week with the help of his provider’s office and the rest of my team—collaboration at its finest!

Roughly two months later, I received an email update from the patient. I was happy to see his name in my inbox because I had been curious about how he was doing after his initial doses. I was delighted to find that his tone had changed from despair to excitement and hope! He told me the medication had worked like a charm and that he felt like a new person altogether. The scaly patches he had all over his body had virtually disappeared, and he was feeling great both physically and mentally. I was thrilled to hear this outcome and replied immediately, expressing my enthusiasm. I felt proud of where I worked and how much my work could impact others. For the first time in my career, I felt like I was where I was meant to be, and I looked forward to hearing similar patient stories.

I stayed on his case for several months, and there were definitely some rough times and obstacles along the way, both for myself and my patient. But we ultimately solved the problem, which was related to insurers and securing long-term coverage for the treatment. There was a bit of a fight and a lot of advocating to do. It was a journey full of highs and lows, but we eventually won!

I shared the story with my manager, who then shared it with the rest of our team. It was a good reminder that no matter how difficult things can get some days, our work matters and we are truly helping others. Health is wealth, after all, and this was just one example of how much a person’s life can change through proper medical care, science, and technology. As someone who has gone through similar health journeys, I can relate, and that’s why doing meaningful work is so important.

I was fortunate to come across other similar success stories from patients, and they always warmed my heart. They also reiterated that providing exceptional customer experiences in a health and wellness setting is where I’m truly meant to be. I’m on a new search for a similar role, and I won’t give up until I find it.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

I’m a true people’s person! I’m an Account Manager, CX Advocate, and Writer based in Seattle with over a decade of experience. I’ve worked across diverse industries, from healthcare to tech, where I’ve developed my skills in customer experience and problem-solving. I’m especially passionate about the health and wellness space. I’m dedicated to improving the customer care journey and building meaningful relationships with my clients.

As a multi-passionate, I’ve had a dynamic career that includes roles working with customers in government, insurance, pharmaceuticals, and event management. I established a fashion brand and e-commerce business, where I gained hands-on experience in operations, branding, and marketing. I feel it’s my diverse experience that sets me apart from others. I’ve tried so many different things where I’ve learned, succeeded and sometimes failed which has made me versatile and resilient.

Currently, I’m delving into all things customer experience since working with clients and helping them succeed is my passion and strength. To continue learning, I created a website called “CX Memoirs” where I write about and analyze both positive and negative customer experiences through case studies and real-life examples. My goal is to become a CX Consultant and go out on my own, or work for a customer obsessed organization which aligns with my values.

Can you tell us about a time you’ve had to pivot?

Yes, I have a personal story of pivoting in career and in life. In 2019, my spouse received a great offer to work for a company in the U.S. It was his goal to work for such a company and it was an offer we couldn’t refuse. So, I left my job that I really enjoyed, our newly purchased townhome, beautiful neighborhood and environment to take a chance and move from Canada to the United States. Luckily, we were just two and a half hours away so the drive back home wasn’t too long. I felt some anxiety about how my career would change since I’d have to wait for likely two years to be able to work legally in the U.S. but I knew there’d be new opportunities on the horizon.

Shortly after, COVID hit and of course the world changed. Like many others, I felt loneliness and isolation like never before. Learning to deal with this was a true test and a big challenge. I spent my time continuing to learn, brainstorm new business ideas, write, explore my surroundings and I did a lot of soul searching! Eventually, I did receive my U.S. green card- I was so happy that I actually shed tears of joy! I began working shortly after that in a tech company as an Account Manager making the most money I’ve ever made in my career. Unfortunately, I was laid off after a short-time along with a large portion of others on the account management team.

I took a lot of learnings away from this experience. It truly has changed me and along this journey I’ve learned the true meaning of patience, preparation, self-belief, hope, persistence and most importantly, resilience. I’m not sure where life and career will take me next but I’m hopeful and I’ve learned that life is full of ups and downs and that nothing is ever permanent. Change is a constant and we must learn to roll with it, accept and embrace it as best we can. It’s all part of the journey.

Are there any books, videos or other content that you feel have meaningfully impacted your thinking?

A book I really recommend for everyone is called “Think Again” by Adam Grant. “Think Again” examines the critical art of rethinking: learning to question your opinions and open other people’s minds. It applies to life, career and just about everything else in between. It’s a great read and definitely applies to the way things are in this day and age we’re living.

Contact Info:

• Website: https://jaclynfaubert6.wixsite.com/cx-memoirs
• Linkedin: https://www.linkedin.com/in/jaclynfaubert/