Jamie Elborn Email & Phone Number

Reading, United Kingdom

Planned and delivered consultation, engagement and customer research programmes to inform the customer outcomes and deliverables of regulatory and strategic planning submissions, including: extensive programmes of consultation roadshows, drop-ins and stakeholder forums; drafted consultation materials and response documents; managed research, engagement, logistics and creative agencies.Managed the triangulation of customer, stakeholder and community insight into a synthesised view of customer wants and expectations and implemented a ‘line of sight’ process to ensure this customer insight was used to inform the customer outcomes delivered by the company's 5-year business plan.Optimised the coverage of a continuous customer satisfaction survey; embedded inner and outer feedback loops to provide operational teams with actionable insight to resolve customer pain points and improve satisfaction scores. Developed a strategy for and managed the delivery of a pilot customer immersion programme, enabling the Executive Team and Board members to hear directly from customers about the issues most important to them, and address these issues in their tactical and strategic planning.

Reading, United Kingdom

Led customer communications, consultation and stakeholder engagement activities for the upgrade of a major sewage treatment works in London (potential Development Consent Order major construction project). Planned and delivered two phases of pre-application public consultation, drafted consultation materials, response documents and relevant planning application documents. Planning permission was successfully granted with no community related conditions.

Reading, United Kingdom

Project managed new web content, microsites and online tools on the Thames Water website, improving user experience and enabling customers to complete key transactions online.

Reading, England, United Kingdom

Project managed customer research and consultation activities to support planning applications for major construction projects, and to ensure the outcomes delivered by regulatory and strategic planning submissions were informed by customer and stakeholder insight.

Reading, England, United Kingdom

Developed and managed communications materials, channels and events for an internal IT project, using corporate communication channels, strategies and tools, enabling a smooth transition to the new system.

Reading, England, United Kingdom

Created reports and presentations for senior management, Directors, Board and external stakeholders to inform key decisions and next steps in response to the 2006 drought.

Bachelor Of Arts (Ba), English Language And Literature, General

Advanced Certificate In Market And Social Research Practice, Marketing Research