Senior insight manager most recently focused on delivering customer experience improvement using customer feedback and insight. My main responsibilities are managing customer feedback and mystery shopping programmes and ad hoc research to deliver actionable insight and promote customer centred staff behaviours that enhance customer experience. I Introduced a voice of customer (VoC) programme that was a radical change for Post Office; it started with a pilot, changed supplier, a new pilot and 18 months on it is now the largest store based VoC programme in the UK and is a key pillar in a business culture change from an operationally led organisation to a customer focused enterprise. Expertise in:• Engaging with and influencing diverse stakeholders to use customer feedback as a tool to drive sales through service• Acts as the ‘voice of the customer’ to stakeholders• Fusing information sources, including customer database and competitive and market intelligence to drive business decisions• Manages and motivates suppliers to work on a partnership basis to define, refine and achieve goals and deliver commercial value.