Are Right

1.​T
​ ell me about a time when you didn't have enough data to make the right
decision.
2.Tell me about a time when you made a difficult decision with input from many
different sources (customers, stakeholders, partner teams, and so on).

3. We don't always make the right decision all the time. Tell me about a time when you
made a bad decision.

4. Describe a time when you brought different perspectives together to solve a problem.
Bias for action

1. Give me an example of a calculated risk that you have taken where speed was critical.

2. Tell me about a time when you saw an issue that would impact your team and took a
proactive approach to solve it. What was the issue? What did you do and what was the
outcome? What did you learn from this situation?

Customer Obsession

1. Describe a difficult interaction you had with a customer. How did you deal with it? What
was the outcome? How would you handle it differently?

2. Tell me about a time when you went above and beyond for a customer. Why did you do
it? How did the customer respond? What was the outcome?

3. Give me an example of a time when you asked for customer feedback. How did you use
that feedback to drive innovation or improvement? How did the customer respond?

4. Tell me about a time when you evaluated the customer experience of your product or
service. What did you do? What was the result?
5. Tell me about a time when a customer came to you for something that wouldn't
actually address their need. How did you approach the situation? What was the result?

6. Sometimes customers make unreasonable requests. Tell me about a time when

you've had to push back or say no to a customer request. What did you say or do in
response to that request?

7. Tell me about a time when you had to balance the needs of the customer with the
needs of the business. What did you do? What was the result?

1. Give me an example of a time when you were able to deliver an important project
under a tight deadline.
2. Tell me about a time when you had significant, unanticipated obstacles to overcome
in achieving a key goal. What was the obstacle? Were you eventually successful? Knowing
what you know now, is there anything you would have done differently?

3. Tell me about a time when you not only met a goal but considerably exceeded
expectations. How were you able to do it? What challenges did you have to overcome?

4. Tell me about a time when you or your team were more than half way to meeting a
goal when you realized it may not be the right goal or may have unintended
consequences.
5. Give me an example of a mission or goal you didn’t think was achievable. What was it
and how did you help your team try to achieve it? Were you successful in the end? Looking
back, would you have done anything differently?

6. Tell me about a time when you did not effectively manage your projects and
something did not get completed on time. What was the impact? What approaches do you
use to make sure you are focusing on the right deliverables when you have several competing
priorities?

Thinking Big

1. Tell me about a time when you were working on an initiative or goal and saw an
opportunity to do something much bigger or better than the initial focus. Did you take
that opportunity? Why or why not? What was the outcome?
2. Give me an example of how you have changed the direction or view of a specific
function/department and helped them embrace a new way of thinking. Why was a change
needed? What was the outcome?

3. Give me an example of a time you proposed a novel approach to a problem. What was
the problem and why did it require a novel approach? Was your approach successful?

4. Tell me about a time when you drove adoption for your vision/ideas. How did you know
your vision/idea was adopted by others? How did you drive adoption for your vision/ideas?
How did you track adoption? Would you do anything differently?

5. Give me an example of an idea or vision you had which was adopted by global
stakeholders. How did you drive adoption for your vision/ideas? How did you track adoption?
Would you do anything differently?

6. Tell me about a time when you thought differently to improve a process that was
working. What assumptions did you have to question? How did you evaluate if the change
improved the process? Knowing what you know now, would you do anything differently?

Dive Deep

​1. Tell me about a time when you were trying to understand a complex problem on
your team and you had to dig into the details to figure it out. Who did you talk with
or where did you have to look to find the most valuable information? How did you use
that information to help solve the problem?

2. Tell me about a situation that required you to dig deep to get to the root cause. How
did you know you were focusing on the right things? What was the outcome? Would you have
done anything differently?

3. Tell me about a problem you had to solve that required in-depth thought and analysis.
How did you know you were focusing on the right things? What was the outcome? Would you
have done anything differently?

4. Walk me through a big problem or issue in your organization that you helped to solve.
How did you become aware of it? What information did you gather? What information was
 missing and how did you fill the gaps? Did you do a reflection at the conclusion of the project?
If so, what did you learn?

5. Tell me about a specific metric you have used to identify a need for a change in your
department. Did you create the metric or was it already available? How did this and other
information influence the change? What was the outcome of this change?

6. Have you ever created a metric that helped identify a need for a change in your
department? What was the metric? Why did you create it? How did this and other information
influence change? What was the outcome of the change?

Earn Trust

1. Tell me about a time when you had to communicate a change in direction that you
anticipated people would have concerns with. What did you do to understand the concerns
and mitigate them? Were there any changes you made along the way after hearing these
concerns? How did you handle questions and/or resistance? Were you able to get people
comfortable with the change?

2. Give me an example of a tough or critical piece of feedback you received. What

was it and what did you do about it?
3. Describe a time when you needed to influence a peer who had a differing opinion
about a shared goal. What did you do? What was the outcome?

4. Give me an example of a time when you were not able to meet a commitment. What
was the commitment and what were the obstacles that prevented success? What was
the impact on your customers/peers and what did you learn from it?

5. ​Tell me about a time when your team’s goals were out of alignment with another team you
relied on in order to meet your goal. How did you work with the other team? Were you able to
achieve your goals?

6. Tell me about a time when a team member was not performing well and impacted your
work. How did you handle that situation? Why were they not performing well? What was the
outcome? What did you learn from that situation
 Have Backbone
1. Tell me about a time when you strongly disagreed with your manager or peer on something
you considered very important to the business. What was it and how did you handle it? Knowing
what you know now, would you do anything differently?

2. Describe a time when you took an unpopular stance in a meeting with peers and your leader.
What was it? Why did you feel strongly about it? What did you do? What was the outcome?

3. Often, we must make decisions as a group. Give me an example of a time you

committed to a group decision even though you disagreed. What factors led you to
commit to the decision? Would you make the same decision now?

4. Give me an example of when you submitted a great idea to your manager and they did not
support it. What was the idea? How did you handle the lack of support?
5. Describe a time when you had to support a business initiative that you didn't agree with. How
did you handle it? How did you deliver the message to your team?
6. Tell me about a time when the business gained something because you persisted for a length
of time. Why were you so determined? How did it turn out?

Insist on High Standard

1. Describe a time when you refused to compromise your standards around quality/customer
service, and so on. Who was your customer? What was the result?

2. Tell me about a time when you were unsatisfied with the status quo. What did you do to change
it? What was the impact? Would you do anything differently in the future?
Usage Plan Parity vs Customer delight

3. Tell me about a time when you worked to improve the quality of a product/service/solution that
was already getting good customer feedback. Why did you think it needed improvement? How did
customers react?

4. Tell me about a time when you had to make a decision between standards and delivery. What
tradeoffs did you have make? What was the outcome? Knowing what you know now, would you have
done anything differently?

5. Give me an example of a goal you’ve had where you wish you had done better. What
was the goal? How could you have improved on it