Enhancing Value Through Customer-Centric Design Leadership

Design roles are evolving—shaped by new tools, shifting team dynamics, and rising expectations for strategic impact. From junior designers to CDOs, the skills required are expanding beyond execution towards systems thinking and business fluency.

In this episode, Kaaren Hanson and Benedikt Lehnert join Gordon Ching to discuss the resurgence of service design, pressure on mid-level roles, and the merging of design and development workflows.

The conversation surfaces signals from within design organizations—highlighting how leaders adapt roles, foster creativity, and prepare for what’s next.

For anyone leading talent, shaping team structures, or evolving their own practice—this one’s worth your time.

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