Julia Binder (Shaw)

Observer
DISC Type : ic

Senior Director, Customer Experience at Toast

Greater Boston, United States

Overview

Julia is an empathetic and analytical leader specializing in Customer Experience (CX), Consumer Insights, and Service Design. With a background from Wellesley College and extensive experience at Toast and Nike, she excels at building impactful CX capabilities. Colleagues describe her as intuitive, creative, and a strong team player.

Her academic background in Anthropology and Sociology suggests a deep interest in understanding human behavior and societal structures. She is passionate about mentorship and publicly celebrates the leadership qualities of her colleagues and mentors, sharing their insights with her network.

She was a featured speaker on a panel at Forresters CX North America conference, discussing personalized customer experiences.

Personality Overview

Curious

Example Seeker

Value Driven

They ask a lot of questions and rely heavily on information and collaterals.  They can sound friendly and charming but can quickly change gears to become inquisitive and probing. They are generally good communicators and can be hard to convince.

Topics They Care About

Personalized CX
As a speaker at Forrester's CX conference, she discussed designing personalized experiences that truly resonate with consumers and feel valuable to them.
Voice of Customer (VoC)
She actively builds teams that investigate qualitative and quantitative data to derive insights from VoC reporting, helping to guide business investments.
Experience & Service Design
Having led service and experience design at Nike and Toast, she focuses on solving customer problems and creating new, impactful consumer journeys.

Media Appearances

Julia has no verified media appearances

Work History

11-2025
Senior Director, Customer Experience at Toast
1-2023 - 11-2025
Senior Director, CX Strategy & Analytics at Toast
6-2022 - 1-2023
Senior Director, Customer Insights at Toast
11-2020 - 6-2022
Senior Director, Service & Experience Design at Nike
4-2020 - 11-2020
Senior Director, Strategy & Operations at Nike

Education

B.A from Wellesley College

More Information

Social Presence :

Prographics :

Exp : 14 Location : Greater Boston, United States Job Level : Senior Designation : Senior Director, Customer Experience at Toast
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Insights For Selling To Julia

During A Call Or A Meeting

DO's

  • Persuade objectively how your product will help them achieve their goals
  • Ask them questions to understand their needs better while staying affable
  • Help them understand the risk aspect fully while inspiring confidence

DONT's

  • Don’t brush off any concerns, take all questions seriously
  • Don’t rely excessively on your relationship with them to win the deal
  • Don’t be too objective but make sure to pad your storytelling with data points

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Julia is

  • Proven value, strong testimonials are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Julia

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Julia move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Julia take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Julia

Personality Compatibility


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