Francesca Brazier Email & Phone Number

Greater London, England, United Kingdom

London, England, United Kingdom

Responsible for using customer insight to inform strategy and drive engagement. Bringing a customer focus to the fore in business decision making and recommending customer experience improvements across the end-to-end customer journey. Global responsibility of customer experience programmes and campaigns, creating seamless experiences across multiple channels including digital platforms.Developed and embedded a new customer journey mapping programme, upskilling marketing teams globally. Project management skills, managing relations and budget with agency.Driving adherence to the HSBC Tone of Voice. Running global sessions across key stakeholders to improve customer communications. Trained over 15,000 employees across HSBC markets through face-to-face training and online WebEx.

London, United Kingdom

Responsible for developing and implementing the 1:1 marketing plan across unsecured lending (Loans and Cards) Students and Customer On Boarding.Manage relationship with Partner (John Lewis Finance) to plan and consult on their acquisition credit card campaigns. Building strong relationships with the marketing team to maximise their potential. Responsible for the implementation of launching and defining onboarding journey for new product (JADE) for Premier Top Tier clients in conjunction with HSBC Global.

Responsible for all marketing requirements across all existing portfolio of Partners across retail, banking, motor manufacturing, rescue. This entails being a key consultant, supporting partners in ongoing media planning and development of marketing messages to be used across various media lines. Combining both agency/client side expertise, also responsible for defining the scope for Brand Partners to align expertise across the wider marketing team.

Responsible for delivering key experience and retention activity. Key activity included: - Planned and developed creative campaigns, testing response and reporting on results. - Supported the development of the customer journey and ensuring that every touch point delivers a consistent experience, and conveys the brand values.

Managed the campaign delivery of three full service clients. This entailed understanding customer goals, defining and communicating campaign plans and then closely monitoring subsequent performance. Campaigns delivered spanned both acquisition and retention across a variety of medium, including, press, mail, TV, radio, ambient and digital.