- support the UX research team- supplier management and research tooling SME on Qualtrics & UZ- data protection, privacy, risk, GDPR - customer research studio management- line management

- Teaching and coaching ages of 5 years upwards how to swim- Coaching and mentoring younger coaches and assistants- UKCC Level 2 teaching & coaching

- Management of RIIO-ED2 stakeholder engagement activities; running engagement events, supporting RIIO-ED2 workstreams- Development and creation of research and engagement materials to support stakeholder engagement; discussion guides, surveys, presentations- Management of third party research agencies- Development of ED2 Business Plan Narrative- Providing information to the Customer Engagement Group- Work with multi-functional teams e.g. Engineering, Customer Service… Show more - Management of RIIO-ED2 stakeholder engagement activities; running engagement events, supporting RIIO-ED2 workstreams- Development and creation of research and engagement materials to support stakeholder engagement; discussion guides, surveys, presentations- Management of third party research agencies- Development of ED2 Business Plan Narrative- Providing information to the Customer Engagement Group- Work with multi-functional teams e.g. Engineering, Customer Service, Digitalisation, Finance Show less

- End to end project management of market research projects- Client engagement and support - e.g. General Dental Council, Scottish Government, Suffolk Council, Police Scotland, SPA- Advising on research methodologies- Carrying out the research e.g. in-depth interviews, focus groups, workshops, surveys- Management of junior staff members e.g. junior and senior research executives- Report writing- Presenting on research findings

- Projecting managing Global research activities of budgets up to £200k, delivering on time and within budget- Designing and carrying out research; scripting questionnaires, discussion guides, screeners, running focus groups and IDIs- Ensuring any research conducted in Cigna adheres to MRS standards, ethical standards for research and GDPR and Data Privacy- Responsible for setting up Cigna Global's first Online Customer Community including saving the business over £200,000 in the… Show more - Projecting managing Global research activities of budgets up to £200k, delivering on time and within budget- Designing and carrying out research; scripting questionnaires, discussion guides, screeners, running focus groups and IDIs- Ensuring any research conducted in Cigna adheres to MRS standards, ethical standards for research and GDPR and Data Privacy- Responsible for setting up Cigna Global's first Online Customer Community including saving the business over £200,000 in the process - WIP- Stakeholder management; internal - marketing, legal & compliance, information protection, procurement, sales, operations and external; global market research agencies- Competitor, market and cross industry research and analysis - Desk based research on a variety of topics to support; new market entry, product development, risk & loyalty- Report creation and development- Presenting to Senior Leadership Team Show less

- Managing Scottish Water's online community, Water Matters- Managing, analysing and reporting on Scottish Water's Perceptions study which engages with silent customers (customers that have experienced an issue and haven't contacted Scottish Water or haven't had an issue)- Supporting Scottish Water's SR21 (Service Review 2021) research programme- Managing the relationship between internal stakeholders and external research agenciesCreated a new Scottish Water internal Customer… Show more - Managing Scottish Water's online community, Water Matters- Managing, analysing and reporting on Scottish Water's Perceptions study which engages with silent customers (customers that have experienced an issue and haven't contacted Scottish Water or haven't had an issue)- Supporting Scottish Water's SR21 (Service Review 2021) research programme- Managing the relationship between internal stakeholders and external research agenciesCreated a new Scottish Water internal Customer Experience Measure campaign also involving background research and analysis of various resources in order to create 6 customer personas to represent Scottish Water's customer base and bring customers to life for the business- Managed, analysed and reported on Scottish Water's regulatory DG9 survey- Communicated various pieces of customer insight (e.g. SR21 research, Customer Experience Measure Scores) to the business via; news articles, animated videos, customer materials- Worked with Marketing to develop various customer materials- Supported work on Scottish Water's additional support register for vulnerable customers Show less

- Projecting managing and delivering a programme of research projects for Tesco Bank- Managing the relationship between internal stakeholders and external research agencies- Advising internal stakeholders on the best research approach to take- Managing customer satisfaction (CSAT) surveys for various Tesco Bank products; savings, mortgage

- Carrying out research for the team - (qual - interviews and focus groups and quant - monthly reporting, data analysis, questionnaire development)- Created and developed the first Vehicle Maintenance Customer Experience Score- Analysed and reported on Customer Experience Score data - qual and quant, involving developing monthly and quarterly reporting for the team- Worked with different internal teams to create a new process for customer driver related complaints in order to close… Show more - Carrying out research for the team - (qual - interviews and focus groups and quant - monthly reporting, data analysis, questionnaire development)- Created and developed the first Vehicle Maintenance Customer Experience Score- Analysed and reported on Customer Experience Score data - qual and quant, involving developing monthly and quarterly reporting for the team- Worked with different internal teams to create a new process for customer driver related complaints in order to close the loop for the customer- Managed relationships between external research agencies and Scottish Water's external maintenance provider Show less

Five x 6 month placements in various areas of the business, all of which had a strong customer focus;- Development Planning - creating and carrying out a business improvement survey for the team, redesigning the team's internal website- Intelligent Control Centre - creating and developing a training programme to induct 5 new Risk Analysts into the ICC (completely new role to the business)- Customer Experience/Customer Insight - supporting on customer research- Septic Tank Team… Show more Five x 6 month placements in various areas of the business, all of which had a strong customer focus;- Development Planning - creating and carrying out a business improvement survey for the team, redesigning the team's internal website- Intelligent Control Centre - creating and developing a training programme to induct 5 new Risk Analysts into the ICC (completely new role to the business)- Customer Experience/Customer Insight - supporting on customer research- Septic Tank Team - Team Leader of a team of five within a fast paced, customer focused environment, reporting on and working to improve the team's Customer Experience Score, dealing with customer complaints, working with multiple stakeholders across the business including Contact Centre & Customer Experience, conducting 1-2-1's, dealing with high sickness and absence rates, hiring new staff- Research & Innovation - researching and developing a customer engagement programme for rural customers Show less