Dustin Pickett

About Dustin Pickett

I lead customer experience, social strategy, and consumer insights for a DTC skincare brand, working at the intersection of CX, content, and product to turn customer behavior into brand growth.Along with leading CX, I oversee the brand’s entire organic social presence, developing content pillars, planning calendars, briefing creative, writing captions, and managing community engagement across platforms. I partner closely with design and marketing to ensure social content is both brand-right and performance-minded.On the paid social side, I manage creator vetting and partnerships, write strategic content briefs, and own the workflow from concept through posting before handing off to our media team for paid amplification. This ensures creative is built to perform in both organic and paid environments.I also lead consumer insights initiatives, including a structured product testing program with vetted customers, to inform product development, naming, positioning, and creative direction. By combining first-party customer feedback, social performance, and external market and shopper research, I help guide product strategy and ensure launches reflect real consumer needs.This hybrid role gives me a full-funnel view of the customer journey, from support + community to content + product, allowing me to build a customer-first brand through insight-led storytelling and thoughtful execution.

Experience

1. Strategic Engagement Manager

   Oars Alps

   Jan 2023 — Present · Chicago, IL, US

   Built and launched a consumer product testing program using vetted customers to gather qualitative and quantitative insights on new formulas, fragrances, packaging, and product claims.Synthesized customer feedback, social trends, and CX data to inform product development decisions and brand positioning.Conducted external market research and outsourced non-customer shopper surveys to validate naming, messaging, and creative direction for new and existing products.Partner with Product, Creative, and Marketing to translate insights into actionable recommendations that shape launch strategy, content themes, and customer experience updates.

Education

• The University of Kansas

  Journalism