Robin Japar
Awards
My passion for personalized interactive content, from conception through deployment, is reflected each year in not only my performance reviews, but also in the rewards I've received. The more challenging the effort is, the more enthusiastic I become!
What's your content challenge?
December
2021
AT&T Connection Award - Serve Customer First
"Robin helped the product teams provide clear and actionable guidance on why personalization is so important from a customer perspective, how personalization can be activated in each of our journeys that matter, and where our business partners can find additional details from other CX strategies our team has created relevant to personalization in 2021. She also offered to work alongside our business team to ensure that this epic is adequately cared for and included in their roadmap plans going into 2022."
October
2021
AT&T Connection Award - Win As One!
"Robin Japar continues to build, evolve, and evangelize the Friction Mapping process, one of the cornerstones of the CX Content Analysis team, which she has been instrumental in helping me stand up and build. She’s collaborated closely with our CX Enablement team to further develop our Journeys That Matter dashboard/executive summaries. She’s also helping lead an effort to develop a benchmarking, trend- tracking, and reporting process, so we can more effectively track the effectiveness of our recommended solutions. All of these are tools that will enable our entire organization improve the overall AT&T customer experience."
June
2021
AT&T Connection Award - Acting Boldly!
Robin Japar has acted boldly and challenged the status quo by creating a framework for CX tracking and measurements that is unique in its approach. Robin designed a process she coined "friction mapping." This process maps customer frictions to the Journeys that Matter and includes quantitative data, qualitative insights, and cross-discipline synthesis to help define CX Advancements and identify opportunities our product management partners should prioritize in their road maps. The more people Robin shares the concept with, the more they want to be involved in the process and a recipient of the output.
February
2021
How We Connect Award - DIRECTV
"Robin Japar was instrumental in defining “deep tech thinker” tool requirements that make connections for a better customer experience for continually impressing with her understanding and extensive knowledge of content management systems, and leading teams through demos and technical discussions to enable richer customer experiences. The tools we use matter! The way the tools work together matter! Robin has been driving our solution for connecting CMS with design systems and streamlining delivery process from content conception to publication, supporting not only our customers, but our business goals. She goes miles above and beyond! Not content to leave things to chance, Robin always asks the next question to make sure that we’re not missing any important technical considerations that could bite us later. We’re lucky to have someone with her particular skill set on our team."
March
2020
"GOal" Getter Award
This reward is for employees whom delivered exceptionally well towards our Digital goals & objectives, and their peers decided they deserved recognition. Leadership, drive, collaboration, creativity, and willingness to drive change. Robin recently led an effort for the Digital Design Experience Insights team to develop a content strategy framework, toolkit, and training that will enable our Digital team to create more thoughtful end-to-end customer experiences with a content first approach. The toolkit is built on the tSpace wiki and utilizes the many widgets and capabilities of tSpace to streamline the creation of many content and design deliverables, house them in an easy to find location, in a way that better organizes and automates time-consuming processes. Robin collaborated effectively across a number of teams to build a solution that we'll be testing as we kick off the first rebuild projects in March so we can continue to iterate on the framework and roll it out to the larger organization later in 2Q 2020.
July
2019
Digital Transformation Award
For driving digital transformation via the automation of analytics data for machine learning and analytics reporting. No more manual data entry! We are now one step closer to the user generated content model.
January
2017
Service Excellence Award
January
2015
Bothell Super Hero Award
The Superhero award is meant to showcase individuals who have gone above and beyond their normal responsibilities to complete something (extensible method/service, design, process, business case, etc.) consistent with our business strategy without being asked. The magnitude of the effort and relative success of the effort is less important than the fact that it is self-directed/championed and implemented.
Robin not only embodies the 5 customer rules outlined in this nomination (take ownership and show we care, be responsive and deliver, do it right, make it seamless, and meet our commitments), she also embodies our Extraordinary Leadership Model by displaying high personal integrity, honesty, and a deep sense of caring for the success of our company, customers, and employees. Robin continues to monitor and support the new processes she had placed for managing content throughout a project and release life cycles to irradiate the issues experienced in previous years with production content being overwritten by release activities. She sends reminders, checks completion of the assigned content tasks, and runs quality checks on each project post launch. With the checks and balances she put into place, we did not run into ANY production content issues stemming from release activities in 2016. AND under her leadership, the team delivered all projects for the year with only 1.5% of defects caused by content team. Robin is always on top with providing all project estimates. In 2016 she kept the team in budget with a 95% accuracy rating! Robin also manages the team’s capacity and updates leadership on resource flux needed to keep the team operating within budget. She truly is a SME in all areas and is always available with an 'I can help you with that attitude'.
January
2015
Technology Development Reward - AT&T
"The Wireline BuyFlow Consolidation (WBFC) project was one of the highest profile, business impacting initiatives of the year. Launching this new ordering flow supports our Digital First strategy by transforming the online shopping experience for wireline customers & prospects. Robin joined the WBFC POD 2 delivery team just days before the project's release. Despite this, she got up to speed on all of the content implementation impacts almost instantly. She volunteered and filled the graveyard shift so that the Content Implementation team could provide 24 hour coverage during the release week. Robin ensured that no balls were dropped during this high profile project's successful launch. Robin is the posterchild for two posters:"I Can Help With That" and "I Own It"! Her attitude and eagerness to help are inspiring."
September
2014
Technology Development Reward - AT&T
"Achievement Iconic Launch 2014 - Can't say enough how amazed I am at what you were able to accomplish with this year's iPhone launch. You are part of a team that brought record-breaking results through some awesome teamwork. Great work and thank you for everything!"