Making CX the Heart of the Business: A Conversation with OneSkin's Jessica-Rose Garcia
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Introduction
In this episode of the CX Now Podcast, host Lisa Painter sits down with Jessica-Rose Garcia, Senior Manager of CX at OneSkin, the premium skincare brand built around cellular health. Jessica breaks down what it really takes for CX to operate at the center of the business not just on paper, but in daily practice. She shares how her team turns raw customer feedback into decisions the whole company acts on.
CX has to sit at the intersection of everything your business does. And that has to be a leadership call — walking the walk every single day. It's not enough to just say this is what we believe. It has to happen in practice.
Jessica Rose
Senior Manager of CX, OneSkin
Key Takeaways
Watch your cost-per-ticket, not just ticket volume
When a business stops caring about tickets-per-order and starts fixating only on lowering cost-per-ticket, that's often an early sign CX is being pushed out of the room.
Premium pricing sets the service bar
Customers paying a premium price expect a white-glove experience across carrier selection, returns, and replacements — not just a good product.
Track your best metrics, not just your worst ones
Studying where CSAT and SLA performance are strongest reveals process wins that pure breach-tracking misses entirely.
Translate insight into stakeholder language
Feedback lands with leadership when it's tied to order volume, cost, or risk — not just described as "customers are saying."
Loyalty is built by teaching, not selling
When agents recommend products from real personal use, it creates trust that scripted upsells can't match.
Meet the Guest
Jessica-Rose Garcia, known to friends and colleagues as JR, leads customer experience at OneSkin, the science-backed skincare brand focused on cellular health. She's a firm believer that CX only works when it sits at the center of the business and she's built her team's playbook around getting the rest of the company to see, and act on, what customers are saying.
