Polish Your Diamonds

Some of the best people you’ll ever work with don’t walk in with a polished résumé or perfect title. Sometimes they show up a little rough around the edges. I know I did.

I’ve always believed real leadership means spotting that spark early—before the person even sees it themselves—and giving it room to grow. Especially when that person is passionate, authentic, and different from you. That’s where the real growth happens—for both of you. Some of the best, most ridiculously talented people I’ve worked with started that way. Spend enough time managing down, and you start to develop an eye for it.

Over the years, I’ve built a pretty good radar for those sparks. I see it in students at Rutgers I’ve hired right out of the program, and in others who’ve gone on to lead UX and CX at major companies.

I think of it less as mentorship and more like early-stage investing in people. You give them space, trust, and time—and one day, they outshine you. That’s magic. What better legacy could a leader hope for?

I also know this works because someone once did it for me. I owe my career in UX to Lynn McMahon, who saw past my resign who cared enough to see a role for me that I couldn’t see yet. She offered me the chance to try and run a new usability lab at the Accenture Innovation Center. I’m not saying I’m a diamond, but this certainly was the defining trajectory of my entire career.

I’m proud to be part of her legacy as a leader, and I try to carry that forward every time I help someone more clearly who they might become.