Before I went back to school, I mostly worked in a call centre. We would go back and forth between handling warranty claims and customer service for some companies and conducting market research for others. That was where my interest started to grow. I learned in that job how the different ways of phrasing questions yielded different insights and responses from clients, and I started to get a sense for when questions were going to be more or less productive. As I came to understand how the design of these questions reflected the level of engagement certain brands had in the market, I started getting interested in how I could use this kind of understanding to move into the industry.