Optimizing Consumer Trust in Compliance with Jill Cusack (Ep. 6)
In this episode, we learn from Jill Cusack about her journey as a compliance professional. She shares common challenges faced in the field and gives valuable advice for those just starting out.
Jill describes the challenge of working between two worlds: helping consumers understand what is happening with their data and helping business and technology teams understand how new products and practices affect transparency, choice, and trust. She also shares the importance of humility in compliance work. Rather than always trying to be the immediate “yes or no” expert, Jill emphasizes the value of saying “I don’t know,” looking deeper, and collaborating with others to reach the right answer.
What is covered:
- Privacy compliance requires translation between legal, technical, and consumer perspectives
- When a data practice feels invasive, creepy, or out of control, it likely needs to be questioned or rethought
- Humility is a core strength in compliance work, including being willing to say “I don’t know” and research the right answer
- Collaboration across legal, compliance, IT, and business teams leads to better privacy outcomes
- Viewing privacy issues through the eyes of a consumer or non-expert family member reveals gaps in transparency and communication
- Real-world consumer touchpoints should guide how organizations design notices, choices, and data handling practices
- Privacy is an evolving, emerging field, so continuous learning and adaptation are essential
- Effective privacy professionals balance regulatory requirements with practical implementation in complex, regulated industries
- Empathy and clear communication help build consumer trust around data use and protection
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