Helping businesses of all types and sizes design better experiences for their customers and employees.• Supporting organisations manage their customer experience from customer journey mapping, creating customer profiles, setting up effective measurement, analysing customer feedback, through to driving action and continual improvement.• Working closely with HR and leadership teams, helping gather insights into employees’ perceptions of working within the company, the cultural, physical, and technological aspects that influence their feelings, and mapping the employee journey to improve employee engagement.• Developing corporate branding from workshops, redesign, including brand values, touchpoint design and brand guidelines to ensure consistency internally for employees and externally for customers and other stakeholders.

Member of the Senior Leadership Team. Mapped the B2B and B2C customer journeys and touchpoints to identify key moments of influence, and inform marketing strategy and message design. Built a team to support the marketing plan, including customer retention, inbound marketing, social media strategy, product marketing and design. Created process efficiencies, particularly with store POS design, and introduced systems to enable marketing automation. Redesigned the product guide to improve usability and put an ongoing project in place to increase product imagery and descriptions, contributing to the website's SEO.Worked closely with HR to launch the employee engagement programme.Developed brand guidelines to ensure consistency across the business.

• A member of the senior operations team, responsible for discovery and ideation• Continually meeting the changing needs of clients using the latest thinking and technology• Driving the adoption of a mobile first approach to research with internal stakeholders• Continually steering mobile developments through a strategic product roadmap• Propelling stakeholders towards transitioning from device agnostics to enhance experience • Defining and shaping the Customer Experience Management (CXM) solution• Developing the solution from both a research and product perspective as a core offer• Facilitating the ability for clients to understand CX by creating a social media channel• Developing the channel to determine the best solution to compliment CXM programmes• Establishing partnerships and an ecosystem to provide a holistic view of customers• Enabling researchers to provide actionable insight across channels and touch points• Instigating and embedding continuous improvements to the customer and respondent journey

• Managing direct reports, project & cross-functional teams, external agencies to deliver projects• Gathering requirements based on user feedback for eCustomerConnect (CXM solution)• Working closely with developers to complete projects from QA to release• Designing new features incorporating gathered requirements and feedback• Delivering system development details to Super Users and managing the ideation process• Dealing with BAU user requests for 5 products and ancillary service tools• Conducting an audit on the level of awareness and usage of mobile within the company• Ascertaining usage in research on behalf of clients and as part of existing product strategy• Examining mobile usage affects on research results and understanding future potential• Creating a strategy based on audit results for internal stakeholders and clients• Increase awareness, understanding and usage of mobile to achieve a leading market position

• Managing direct reports and taking ownership of ad hoc projects from client briefs & proposals• Researching and analysing to final debrief, using quantitative and qualitative methodologies• Delivering voice of the customer and CXM projects including website exit & channel surveys• Planning creative projects for online mystery shopping and employee engagement• Creating ongoing trackers, encouraging collaborative ideation and driving multipart projects • Managing client online research communities, focusing primarily on the financial services• Maintaining robust client relationships with major and renowned international clients

• Driving customer insight by defining, developing and actioning effective market research • Aligning strategies with core business objectives and maximising a £750,000 budget• Maintaining relationships within marketing professionals and other functions across all levels • Negotiating with external suppliers on costs, delivery and analysing overall quality• Delivering voice of the customer, usage/attitude, segmentation, category & brand projects• Managing the online customer panel to build a large and distinctive membership panel

• Delivering comprehensive support to the Research Manager in project management• Building and managing the customer panel using Confirmit• Programming, analysing and reporting on surveys for website, post purchase and panel hoc

• Coordinating, designing and managing market research across the group• Conducting thorough analysis of data from research and communicating results• Market scanning for all business units and the gas registration scheme• Analysing market share, competitor activity and customer segmentation research