Emma Rudge Email & Phone Number

London, England, United Kingdom

Customer Insights Executive working in the Customer Closeness Team delivering weekly and periodic customer mindset reporting, and partnering with internal stakeholders, and with external research agencies to deliver insights and content that centre customer experiences and embed customers into every-day decision making.Lead on the Customer Closeness Podcast; exploring a new format to share insight and customer stories. In each episode, we hear directly from customers on a variety of topics, as well as existing insight and the behavioural sciene behind the customer behaviours.

London, England, United Kingdom

Applying rigorous mixed research methodologies to diverse subjects; such as brand, market, customer segmentation, customer experience, and product design. Research Planning & Proposals, Research Interviews, Client Workshops, Data Analysis and Synthesis, Client Debriefs. Delivering Customer Segmentation and Archetypes, Customer Journey Maps, Insight Decks, and ExCel Dashboards.Content creator; writing articles and designing imagery for the ImpactSense blog and social media.

London, England, United Kingdom

User experience designer specialising in research and strategy including user research, service design, content design and brand identity. www.emmarudge.com• Website and marketing materials design for Offshore Construction Associates.• Brand identity for i dont hair, a creative hair studio in East London• Logo design for Koto Concept Eyewear

London, England, United Kingdom

Part of the team working on Get Hired - an innovative recruitment initiative. Collaborating with stakeholders to increase conversion, identifying operational improvements through the collation of a service design blueprint. Solving usability issues and updating the content strategy for the Get Hired website.

London, United Kingdom

Partner Support Team Manager for the Royal Docks support centre. UK and Ireland Lead for c360, a global project using JIRA to collect driver/courier experience feedback and improve escalation resolution. Owned the process and adoption for in-person support as part of a cross-functional team.• Lead for new courier incentives - developed dashboards to forecast spend and track performance for the referral scheme.• Moderated roundtables with support agents and couriers, observed on-boarding sessions and created surveys to gain qualitative data on the UX for on-boarding and the background check application. Recommendations were presented to Sterling, the background check provider.• Redesigned the external communications to reduce support inbounds and introduced vital safety content.• Restructured the onboarding support logic to route more inbounds through the outsourced support centres, reducing by 50% the interactions handled in house and therefore the cost per interaction.• Produced an instructional video that has had over ~29,000 views. Developing the script, the animation and recording the voiceover, to guide couriers through the signup process.• Copywriting for WordPress blog posts and external communications on food hygiene, new-app features and COVID procedures.• Partnered with Cycling UK to create a series of instructional videos and written guides on road safety for cyclists.

London, United Kingdom

Partner Support Team Manager for the Royal Docks support centre. UK and Ireland Lead for c360, a global project using JIRA to collect driver/courier experience feedback and improve escalation resolution. Owned the process and adoption for in-person support as part of a cross-functional team.• Synthesised data into reports to be shared with stakeholders to inform policy changes and product updates, to improve the driver satisfaction and to plan training for the agents.• Reduced time to resolution by two weeks across the UK by creating a team of tenured support agents to audit the submissions - answering those they could and further escalating any that needed input from stakeholders.• First manager in EMEA to test cross-training courier and driver support agents, leading to an increase in agent utilisation, courier support agent NPS and courier satisfaction.• Six month assignment with courier operations building a team of remote onboarding representatives; defined the team's KPIs and metrics, the end to end service, managed the team and tested the concept across the UK and Ireland.

London, United Kingdom

On the first team of in-person support agents employed by Uber in the UK. Developed and iterated on the service design as the support agents replaced Operations Managers for in-person driver support. Lead for training and resourcing. Managing headcount for temporary agents and running assessment centres. Designing the onboarding process and training for support agents.

ArtHole was a community art project that hosted regular exhibitions and events for over a year. In November 2015 we partnered with Fringe! Queer Film and Arts Fest to curate the group exhibition titled 'Queer: Post-Sexual - The box re-imagined'.Initially my focus was on branding but I worked closely with founder Morris Monroe on every aspect of the events, from liaising with the artists, marketing to curation and installation of the work.Exhibitions featured local and international queer artists: Patrick Church, Darren Black, BJ Broekhuizen, Morris Monroe, Aphrodite Papadatou, Stephen Morallee and myself.

2 Clunbury Street, E1 6Tt

• Administration - CRM & social media content.• Gallery Technician & Artist Liaison - working with Oreet Ashery on 2014 'Animal with a Language'

London, United Kingdom

Part of the first team at legendary LGBTQ+ bar and club Dalston Superstore. Managing front of house, stock control, mixing cocktails, waitress and barista.

London, United Kingdom

Worked on creating and installing work for Alex’s first solo show Creatures from the Kaleidoscope both at his studio and the Londonnewcastle Project Space.

London, United Kingdom

Updating social networking, answering email and phone enquiries, writing copy, assisting at exhibitions, cataloguing artworks, searching for props and organising materials for shoots, general housekeeping of the studio.

London, United Kingdom

Writing copy, both item descriptions for the website and blog posts, photographing products for online, organising and packaging orders. Designing, creating and hosting stalls for events such as V&A Village fete, Field Day and the Pop up Tea Shoppe at Bust magazine’s Craftacular.

User Experience And Interface Design

An 8 week course covering the design thinking process for UX design. Working on a live brief to solve a real world problem for a client..

Master'S Degree, Visual Communications

Bachelor'S Degree, Design And Visual Communications, General