Episode
Ep. 57 - CX is not a department - Charissa Riddle EA
- Podcast
- The Experience Edge
- Published
- Jan 7, 2026
- Duration seconds
- 3731
- Processing state
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Summary
Charissa Riddle, Senior Director of Experience Design and Customer Experience Strategy and former EA executive, brings over two decades of experience spanning Electronic Arts, PayPal, and eBay. Known for operating at the intersection of design, operations, and strategy, Charissa has led global teams serving tens of millions of customers and players, tackling challenges like toxic behavior, self-service at scale, and embedding customer insight into decision-making. In this conversation with TheyDo’s Jochem van der Veer, Charissa reframes customer experience as a system rather than a department. They explore why CX loses power when it becomes too broad, how experience should be defined through actionable containers, and why stewardship of customer truth is the one responsibility CX leaders should never give away. Together, they unpack how governance, storytelling, and decision-making rituals determine whether CX drives real business impact or remains a reporting function. Guest Bio Charissa Riddle is a senior experience design and customer experience strategy leader with more than 20 years of experience across gaming, fintech, and marketplaces. Formerly at Electronic Arts, PayPal, and eBay, she has led global teams focused on experience design, service strategy, and operational transformation at scale. Charissa is known for her systems-level thinking, her ability to align cross-functional stakeholders, and her focus on turning customer insight into measurable business outcomes. Key Takeaways Customer experience loses effectiveness when it is defined too broadly and without clear ownership or scope. CX works best as a system that connects interactions, emotions, and business outcomes across teams. Experiences should be defined in clear containers with entry points, exit p…