Why Our Customer Focus Sets Us Apart

There are many aspects of our business that set us apart from others in our industry, but one that really stands out is our unwavering focus on our customers. Every teammate, from the newest hire to our CEO, is laser-focused on creating an unparalleled experience for our customers. We’re here to win, and we own our work with every project we’re a part of. 

Our Chief Customer Officer, Shawn Henley, is dedicated to ensuring every interaction with our products is world-class.

In this episode of the DraftKings Life Podcast, Shawn shares his unique career journey and insights into our customer-centric culture. His path to DraftKings is inspiring. Shawn went to West Point and started his career flying helicopters in the Army. After his service, he shifted to consulting, and then came to DraftKings three years ago to be one of the leaders helping to infuse the customer-centricity mindset into everything we do. 

Shawn emphasized, “We exist for our customers. If they aren’t loving their experience with DraftKings, we won’t be successful.” In a competitive landscape, standing out means offering a seamless, enjoyable experience that keeps our customers coming back.

When it comes to hiring, Shawn looks for individuals obsessed with customer satisfaction. “We want people who aren’t satisfied until we meet our customers’ expectations,” he explains. This mindset is crucial in advocating for our players to ensure their voices are heard and their issues are resolved promptly.

Over the past three years, DraftKings has grown exponentially, launching in new states and rolling out innovative products. Despite this rapid expansion, our focus on the customer has only intensified. “We want to ensure the experience across all our products is consistently awesome and effortless,” Shawn says.

You can learn more about our Customer Experience Team and check out our open roles.