Building Together: The Role of Engineering in Modern CX Organizations: A Conversation with Kick's Jared Loman
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Introduction
Host Lisa Painter talks with Jared Loman, Head of Operations & CX at Kick, about the evolving relationship between customer experience and engineering teams. They discuss the role of trust, technical fluency, and AI in strengthening that collaboration. Jared explains why AI hasn't replaced human judgment the way many predicted, the habit that keeps CX stuck in the complaint department instead of earning a seat as the context department, and a concrete 30 minute action leaders can take tomorrow to build a stronger partnership with engineering.
It goes back to building that relationship so CX and engineering leaders can show up to the table with a unified stance instead of competing asks.
Jared Loman
Head of Operations & CX, Kick
Key Takeaways
Trust, not technology, is the bottleneck
As CX and engineering roles converge, AI can't fix a relationship that lacks mutual trust between the two functions.
CX often owns the breakdown
When the relationship falters, the failure usually traces back to the leadership table on the CX side, not engineering.
Context is CX's real currency
A vague bug report wastes the credibility CX has built and reinforces the idea that CX just files complaints.
AI multiplies strengths, not weaknesses
Teams with strong CX-engineering fundamentals get a powerful accelerant from AI; teams without them just get their existing problems at a bigger scale.
Start with a 30 minute conversation
The highest-leverage move is asking your engineering counterpart directly what context they need, then co-designing a template around it.
Meet the Guest
Jared Loman is Head of Operations & CX at Kick, the automation-first bookkeeping platform for small business owners. He came into CX from an engineering background and previously led customer experience at Kajabi through a period of rapid, company-defining growth. Jared believes CX's real value isn't filing complaints, it's the context CX teams can hand engineering to fix problems faster.
