Alex Woolford Email & Phone Number

Bournemouth, England, United Kingdom

Bournemouth

Responsible for delivering a seamless customer experience across all stages in the customer journey for the Invest and Life insurance businesses, using customer insight, Voice of the Customer data, user testing and operational data to land compelling stories, make recommendations and lead delivery of customer centric designed projects.

Southampton, United Kingdom

Worked collaboratively across Digital, Contact Centre, Logistics, Category, Marketing and Transformation departments to drive customer experience improvements and propositional developments.

Southampton

Key responsibilities:• Owning the online customer experience for diy.com through making customer-led decisions using insights and data to understand our customers and enhance their online experience• Conducting online journey mapping and analysis for key product categories such as Bathrooms and Kitchens shopping experiences• Managing the Voice of Customer tool to understand customer satisfaction and feedback to capitalise on any improvement opportunities and reduce pain points• Using insight from a range of qualitative and quantitative data sources, to identify customer behaviours, working with business partners and multiple stakeholders across the business to deliver, test and implement the changes• Influencing customer focussed change through working closely with UX, Design and Online Trading teams • Turning data into actionable insight to help a wide range of stakeholders and departments understand online visitor intents, customer behaviour and general website trends to inform campaign and trade planning and influence business strategic decisions• Managing the Click & Collect post purchase survey including NPS reporting, analysis of customer feedback and relationship with agency to brief in ad-hoc researchAnalytic tools experience: Adobe Site Catalyst, Google Analytics, Experian Hitwise, Foresee, Clicktale, Compass and Maxymiser.

London, United Kingdom

Time Inc is the UK’s leading publisher of consumer magazines and websites including brands such as Marie Claire, Ideal Home, NME, Now and What’s on TV. Working as part of the Insight audience team, I worked closely with sales and editorial teams for the Southbank titles of the upmarket women's magazines and websites to provide audience insight. Key responsibilities:• Developed unique insight on Time Inc’s female, upmarket consumers and brands to maximise advertising revenue for Time Inc’s magazine and online brands • Created client facing presentations and marketing material by developing insightful sales stories from research• Regularly analysed data and insights from a wide spectrum of sources to provide strong and insightful pitch responses for sales teams and media agency• Presented regularly to external clients and agencies, and internally to sales teams, publishers and editors• Conducted ad effectiveness test and control studies for large commercial campaigns• Represented Time Inc at the AOP (Association of Online Publishers) committee meetings

Time Inc is the UK’s leading publisher of consumer magazines and websites including brands such as Marie Claire, Ideal Home, NME, Now and What’s on TV. Starting my career at Time Inc, I was Time Inc's only Digital Insight Analyst, reporting on the performance of all the websites and providing digital insight to the Advertising and Editorial teams to help them better understand their audiences and pitch the right websites to advertisers for their campaigns.Analytic tools used: comScore, Adobe Site Catalyst, Experian Hitwise, Nielsen Ad Relevance.

Responsible for maintaining the website, leading the redevelopment of the website and creating the email campaigns for Ocean Village Holidays.Tools used: Adobe Site Catalyst, Adobe Dreamweaver and Photoshop

International Hospitality & Tourism Management

Education record