Promoted to Vice President within 2.5 years.• Led the development and execution of a successful complaints reduction programme across multiple B2B businesses. Involved managing root cause analysis creation, recommendation definition, securing senior executive accountability and ownership and delivery of change through necessary channels. Achieved:o Significant reduction in total and FCA reportable complaints since 2011o Impressive reduction in complaints per 1000 accounts since… Show more Promoted to Vice President within 2.5 years.• Led the development and execution of a successful complaints reduction programme across multiple B2B businesses. Involved managing root cause analysis creation, recommendation definition, securing senior executive accountability and ownership and delivery of change through necessary channels. Achieved:o Significant reduction in total and FCA reportable complaints since 2011o Impressive reduction in complaints per 1000 accounts since Jan ’12 to Dec ’13. • Championed excellence in complaints resolution and root cause to ensure compliance with the regulatory environment. Supported audit completion and remediation of relevant findings.• Customer lead for strategic change activities, e.g. business migrations and re-pricing – supporting landing the right change well whilst protecting and enhancing the customer experience throughout. • Owned the transition of TCF to a fully embedded Conduct Risk framework. Worked collaboratively with Control leads to implement performance scorecards and integrate into culture.• Customer lead for the creation and delivery of capability to measure transactional Net Promoter Score (NPS) across all relevant value-add service touch points.• Led high performing and motivated teams – both those reporting directly and those working virtually for me. Show less

• Led the customer satisfaction benchmarking programme across B2B businesses. Defined and prioritised the improvement agenda, developed strong relationships across businesses and worked collaboratively to deliver a series of service and process improvements. • Owned, enhanced and developed the Treating Customers Fairly (TCF) programme. Interpreted performance metrics for improvement and mitigating actions. Confidently presented at MD and CEO level, highlighting risks and areas of concern… Show more • Led the customer satisfaction benchmarking programme across B2B businesses. Defined and prioritised the improvement agenda, developed strong relationships across businesses and worked collaboratively to deliver a series of service and process improvements. • Owned, enhanced and developed the Treating Customers Fairly (TCF) programme. Interpreted performance metrics for improvement and mitigating actions. Confidently presented at MD and CEO level, highlighting risks and areas of concern requiring focus. • Delivered actionable insight projects and exploited customer needs based findings to drive process and service improvement for commercial advantage. Show less

As centre of expertise for customer, competitor and market intelligence, I delivered insight integral to data, marketing and business strategies, with the primary objective of enabling XMA to gain market share in a fiercely competitive market. Key achievements:• Established a comprehensive customer satisfaction benchmarking programme.• Delivered bespoke primary research projects with existing and prospective customers enabling the re-segmentation of sales teams, sales processes… Show more As centre of expertise for customer, competitor and market intelligence, I delivered insight integral to data, marketing and business strategies, with the primary objective of enabling XMA to gain market share in a fiercely competitive market. Key achievements:• Established a comprehensive customer satisfaction benchmarking programme.• Delivered bespoke primary research projects with existing and prospective customers enabling the re-segmentation of sales teams, sales processes and product hierarchy leading to enhanced market focus, closer customer relationships and increased cross-sell of products.• Designed and delivered quantitative research exploring product portfolio fit to customer needs, buying habits and brand perception. Findings influenced supplier choice and product specifications.Line management responsibility for data support team. Show less

Promoted to Research Manager within 2.5 years.I delivered compelling market intelligence and competitor insight for tactical and strategic planning purposes across division of 1400 employees, with the objective of focusing technical design, bid creation, marketing campaigns and sales activities. Key activities:• Focused research projects across a number of vertical markets to analyse trends, measure growth, and identity areas of potential business opportunity• Market… Show more Promoted to Research Manager within 2.5 years.I delivered compelling market intelligence and competitor insight for tactical and strategic planning purposes across division of 1400 employees, with the objective of focusing technical design, bid creation, marketing campaigns and sales activities. Key activities:• Focused research projects across a number of vertical markets to analyse trends, measure growth, and identity areas of potential business opportunity• Market profiling and segmentation• Gathering and maintaining competitor intelligence• Initiating and developing relationships with data suppliers, research agencies and industry bodies• Marketing campaign support involving contact sourcing, and the development and implementation of a contact management solution. Show less

Successfully selected as 1 of 15 candidates to join Graduate Programme from 1500+ applicants.Developed sound working knowledge of Marketing function by providing support to activities such as corporate hospitality, public relations, and development of promotional materials. Had responsibility for providing responses to tender documents to various Public and Private sector organisations, ensuring their factual and typographical accuracy and submitting them within required… Show more Successfully selected as 1 of 15 candidates to join Graduate Programme from 1500+ applicants.Developed sound working knowledge of Marketing function by providing support to activities such as corporate hospitality, public relations, and development of promotional materials. Had responsibility for providing responses to tender documents to various Public and Private sector organisations, ensuring their factual and typographical accuracy and submitting them within required timescales. Show less

• Managed and co-ordinated a team of field engineers around a large geographic region. This involved marrying the engineers technical skill sets to customer needs and demanding criteria determined by service level agreements.• Communicated vertically and horizontally with colleagues to achieve optimum solution and response back to clients thereby maintaining a high standard to customer service.