Valerie Gonzalez, our New York-based Subscriber Engagement Specialist, has always been passionate about audio. Thanks to our Customer Care team's “Island Days", she had the opportunity to collaborate with the Podcast team, using key subscriber feedback to expand her skills.
Can you tell us a bit about yourself and your current role?
I’m Valerie, a Subscriber Engagement Specialist. I’ve been at the FT for a little over two years, supporting subscribers across the globe. In my role, I reach out to customers within the first two weeks of their subscription to help them get the most out of it.
I was drawn to the FT because of its legacy and the significance of working here. Given that this is my first corporate job, it feels great to have the FT on my resume. I’m enjoying the change of pace and the opportunity to develop new ways to connect with our subscribers.
A unique aspect of my job is editing videos for my department. Using real-life customer call snippets, I present feedback on our offerings and products to internal teams—including the podcast team. I provide them with direct subscriber insights, and together, we explore ways to enhance our content.
I’m also a DJ on the side, so I’ve always had a passion for music and sound editing. I love taking a large audio piece and cutting it down into digestible segments. When I shared this interest with my manager, she encouraged me to participate in an Island Day.
Tell me more about what an Island Day is and how you learned about it.
An Island Day is a unique opportunity for high-performing Customer Care agents to shadow another department, fostering both personal and professional growth while gaining insights that can drive business development and enhance their team’s strategy. However, it’s not just a single day of work—it’s a long-term project that can span several months, with the goal of producing something tangible by the end.
To participate, I needed to create a business proposal explaining the significance of my project. What would it mean for the company if the Subscriber Engagement team collaborated with the podcast team? How would FT benefit from it?
Once I had my proposal ready, I presented it to my team leads for approval. After getting the green light, I met with the Podcast team and found a mentor to guide me through the process.
What was your favourite part of this project?
One of the highlights was the guidance I was given throughout the whole process. I worked with my Team Leads to develop a project idea while my mentor, an Audio Engineer for FT's podcasts, guided me on the technical side of the creation process. As part of my Island Day experience, I had to define key deliverables, and together, we decided that I would create an internal audio guide for new Subscriber Engagement Specialists.
I loved learning about the different podcasts we produce for FT listeners and developing a script. Thinking from the listener’s perspective, reading my script aloud to ensure it sounded natural, and refining it was an engaging process, and I had the help of a coworker which made the process that much more collaborative. I also got deeply involved in choosing the right music and sound bites—including the theme songs for each podcast.
What I enjoyed most was transforming something raw into a polished, immersive experience for the listener. In the end, it was all about storytelling—understanding what we have to offer and determining the best way to present it.
In your words, what is the FT’s culture like? How was it collaborating with another FT team?
The FT’s culture is incredibly inclusive, making it easy to connect with different teams. Even though the podcast team and I work in separate parts of the office, I continue to collaborate with them and provide subscriber insights.
I appreciate that FT fosters an environment where I can be myself and engage openly with colleagues. People here are always willing to share their ideas and discuss how they contribute to the company’s success.
Any advice for anyone looking to take part in an Island Day or start a similar program in their current role?
The key is to be open with leadership and not feel like you’re stepping away from your department by exploring other interests. Don’t be afraid to express your passions—if you have the right team lead, they’ll help you navigate both personal and professional growth.
You spend eight hours a day at work, so why not invest that time in something you truly enjoy?
Now, I meet with my mentor once a month and continue providing insights to the podcast team. It’s been a rewarding experience to merge my interests with my work at the FT.
To listen to a snippet of what Valerie worked on, click here
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