Andy Viggars Email & Phone Number

London, United Kingdom

Responsible for BT Consumer NPS programme

London, United Kingdom

Key insight lead for Post Office branch network and mails divisions, as well as digital and government services teams, building and maintaining relationships with senior stakeholders to ensure the customer is represented in major business decisions.Developed and managed large insight programmes to guide Post Office on overall strategy, customer experience and product development, helping the business meet customers’ needs, and working closely with senior stakeholders to translate insight into action. Key achievements include:o Managing large scale, network-wide ‘voice of customer’ branch feedback programme, delivering insights to drive improvements in the branch customer experience.o Leading a large scale consumer and SME segmentation study, to guide the overall Post Office customer strategy and inform product and channel strategies.o Presenting strategic customer experience results to the Group Executive on a monthly basis, informing key business decisions around customer.o Leading insight guiding network development strategy, based on customer and retailer needs.o Leading strategic review of Post Office card account customers (those in receipt of benefits and pensions) in terms of their behaviours and needs, supporting the successful contract renewal bid to the Department of Work and Pensions.o Acting as insight lead for £2bn network transformation programme (c.6000 branches), ensuring changes made to the branch network retained a customer focus.o Developing proposition and pricing for Passport services, guiding commercial decisions around customer journeys and pricing.o Leading all insight into Post Office digital experience – continuous and ad hoc – facilitating improvements to homepage and navigation.

London, United Kingdom

Lead contact for two major clients: o Nestle Purina – Managing a team of ten, responsible for six-market brand tracking, delivering results on advertising performance, brand image and equity to inform strategic marketing decisions at a European- and local market-level. Successful in growing the account significantly, extending the brand equity research into six further marketso Vodafone – Managing a team of six, responsible for UK brand and advertising tracking, informing progress against core marketing objectives and providing recommendations for future communications activities. Also responsible for ad hoc research testing advertising campaigns and monitoring sponsorship performance

Cambridge, United Kingdom

Responsible for the management of a business unit and its clients, running quantitative and qualitative research projects for clients including Birds Eye, McDonald’s and Britvic, delivering insight on purchase decisions, product development, merchandising and promotions.

London, United Kingdom

Managed research across Financial Services and Telecoms markets and the Public Sector, and was a core member of the account team for two key clients: Lloyds TSB and Post Office. Role included senior stakeholder engagement, set up and management of projects, creation and delivery of presentations and facilitation of post-debrief workshops. Significant achievements were the delivery major strategic projects informing key business decisions around brand, customer experience and new propositions.

London, United Kingdom

Established the company’s first customer experience research programme providing senior management with clear insights to drive improvements, and developed a series of competitor profiles, giving senior management a clear understanding of the competitive landscape.

London, United Kingdom

Joined Research International on the graduate scheme, progressing to SRE:o Co-ordinated and managed large, multi-country projects for IT and Telecoms clients such as Vodafone, HP, Nokia and Sony Ericsson, playing a key role from proposal to debrief.o Projects covered a range of issues including customer satisfaction & experience, new product development, brand & communications, market forecasting and pricing.