- launch of "closed loop" transactional surveys with live reporting of unresolved cases- introduced and upgraded all reporting to Business Intelligence platform (Tableau)- launched text analytics to convert complaints and other verbatim comments from customers into a single view, categorised and quantified using sentiment analysis- initiated use of R Studio within Insight department, to perform regression analysis, segmentation, tenancy failure predictive model, principal components analysis, and to automate data cleansing tasks that were previously done manually- production of regular board-level reports- carried out all of the above without increasing annual spend- initiated and oversaw tender process that led to substantial cost savings without reduction in scope of customer surveys

Introduction of real-time satisfaction reporting; overhaul of company KPIs, building a model that integrated brand, customer, and operational metrics; analysis for Eurostar's East Coast franchise bid; conjoint analysis to produce a pricing & product model; complaint monitoring; game theory to simulate competitor strategies.

Competitor intelligence; primary research across all product categories using full range of techniques; market analysis; board reporting; management of small team

Graduate trainee, working on social and media research projects