Customer empathy

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Explains basic concepts and performs simple tasks with guidance.

2. P2

   Applies the skill independently in common situations and knows when to escalate.

3. P3

   Handles complex situations, adapts methods and coaches less-experienced colleagues.

4. P4

   Sets standards, integrates the skill across teams and resolves novel or high-impact problems.

5. P5

   Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.

Roles that ask for it

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