FlickerWell at least they listen to their community
2 friends of mine who were actually really invested into OW quit and said theres a lot of balancing issues as of now so I don't think they listened to the community in that regard considering they are adding another hero to the game. The last one got released 1 month ago.
They are not listening, they are actively pandering to the casual part of the community because they noticed theres more money to be made there. Competitive isn't generating much interest whatsoever.
I honestly doubt the pro's want another hero in place of balancing changes.
i personally think that your friends and you are wrong. blizzard does a pretty good job of communicating to their community and definitely do it more than valve. also, after the next patch drops i think most characters will be in a pretty good spot balance wise. some mechanics are annoying to play against, but that doesn't mean they're op or underpowered. the only thing you could argue is that defensive heroes are underpowered but that's because most defensive characters require kills to come to you (hanzo, widow, torb, bastion, and even mei and junkrat to an extent) and the meta right now is hyper aggressive, which blizzard is trying to change by reducing lucio's speedboost. i really think blizzard knows what they're doing with the balancing, and even if they don't, that's why they test patches on the ptr. to get feedback. you don't have to like overwatch, which ik 99% of tftv doesnt, but that doesn't mean blizzard created a shit game.