I entered Sky TV at a pivotal moment when the media landscape was being seriously disrupted by global and local streaming players. With customer churn on high and share prices plummeting a team of top level change agents were brought on to get Sky back on track. My core role was to bring the strong customer voice (existing and potential) to the forefront. To create data intelligence to support strategy and decisions making. And champion human-centred design practices to innovate our product offerings at pace. Key responsibilities:• Shaping and delivering a core strategy across Sky that will centre the organisation around data driven consumer insights • Bringing the customer voice and data driven fact to the top table for strategic decision making • Strategy and framework for Customer Experience (CX) design for all related delivery activity across Sky products and services • Building an agile customer-centric capability across Insights, Research, Voice of Customer, CX Design, Strategy and Analytics Key achievement- +20pts improvement of Sky’s NPS scores within the first 18 months, resulting in reduced churn and a halt in customer base declines. - Customer-led insights and brand development for Lightbox / Neon merger. Tripled the growth of Sky’s entertainment streaming revenue via the launch of the new Neon product, placing Neon as the most popular local streaming platform. - The new generation Sky Box was developed and delivered to customer trial using Human-Centered-Design methodologies and leveraging off our internal insights platforms. - Building data driven customer-centric capabilities for critical decision making. Supporting large local and global content partnership negotiations, the future of satellite delivery, our new Sky box innovation and a critical investor capital raise.

Identifying and defining business opportunities. Addressing strategic issues through rigorous analysis and communication of market and consumer insights.Management of market research projects, using both qualitative and quantitative methods, from initial briefing through to presentation of key insights. Driving recommendations into actionable business improvement.Strategic analysis - undertaking in-depth multi-source analysis using primary/secondary research and complex transactional databases. To provide consolidated findings, presented to multiple stakeholder groups, to resolve strategic business issues.

Account responsibility for a wide range of New Zealand companies including large corporate clients. Industries include; Telecommunications, Banking, Tourism, Airline, Motor Vehicle, Government, FMCG, Grocery, Retail and Fast Food. Close working relationships with many NZ Market Research agencies, field companies and market research consultancies.

Management of market research studies. Implementation of customer satisfaction improvement workshops. Analysing marketing data and turning this data into actionable insights for the marketing team. Collection of critical customer intelligence information for senior management. In-depth tracking, analysis and communication of competitor and market activity.