Stephen Kemp Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Joined the team on a 3 month contract in Feb '21. Current commitment is until end of Jun '24. During this time, I have been leading a regular landmark report that focuses on the sentiment of people in NSW, received by leaders at the most senior levels across NSW Government.

Sydney, Australia

Jan 2020 - July 2020Another return to the team, to lead a similar piece of work for townhomes, identifying opportunities to improve tHe customer experience throughout the journey.Feb 2019 - Sep 2019:Returned to Stockland after 7 years to lead a project focusing on customer journeys for Residential Communities, Retail and Logistics. The overarching goal was.

Sydney, Australia

Worked on freelance projects for Cat Bird Seat, on some marketing problems within consumer goods.

Sydney, Australia

• Two periods of contracting with this team:May-Jul ’18:
• Primarily focused on a large project for a cruise company, as Head of Research/Service Designer, to pinpoint why a particular cruise had been underperforming on some key metrics.Jul-Dec ’17:
• Primarily focused on two fantastic projects for a large entertainment company and an aviation client as Head of Research/Service Designer. Outcomes set up these clients for success with their customer strategy for the.

Sydney, Australia

Led a wide range of UX research projects, as part of the Experience Research & Strategy team, within Digital Experience. Led stakeholder engagements on a broad range of initiatives and executed research on some of those (e.g. in the area of Home Loans, Tap & Pay and the Business section of the website).

Sydney, Australia

An independent Research & Strategy Consultant (when not traveling overseas). Worked across a variety of sectors on behalf of select clients.

Language study overseas.Read this article about my experience, published in Research News (p26/27):https://www.amsrs.com.au/sitebuilder/searchbook/66/66.pdf

• Responsible for developing and delivering the insights strategy to facilitate business improvement through an enhanced understanding of prospective/current customers; consolidating the market leadership position..
• Impacted business priorities: Demonstrable benefits of research contributed to Stockland publicly stating ‘consumer insight’ as a competitive advantage.
• Partnered industry leaders: Engaged top tier research consultancies to utilise market leading techniques, such as measuring the unconscious emotional reaction to marketing communications.
• Shaped the Residential digital strategy: Played an influential role in development of Stockland Residential’s new website, through user-centred design.
• Inspired numerous customer experience initiatives: In particular, understanding the emotional customer journey resulted in a more proactive communication strategy to reduce cancellations and improve advocacy.
• Implemented tracking survey: Enabled the business to make data driven decisions based on the changing customer profile, measured through the integration of survey and CRM data.

Sydney, Australia

Responsible for leading the Insights function, as part of Public Affairs. Managed a team of three experienced Insights Managers. The key achievement was delivering the research strategy and introducing new initiatives whilst remaining within budget.

Sydney, Australia

• Through promotions, became responsible for maintaining and developing accounts across a range of categories, including FMCG. Based on high quality standards, took initiative to improve internal processes on numerous.
• Improved internal efficiencies: Regularly improved internal processes (beyond core role), to reduce timeframe for deliverables and achieve consistent quality across the business, eg. document templates.
• Improved external relationships: Developed new and improved relationships with external business partners, ensuring cost-efficiencies and better output.
• Team development: Provided effective training and mentoring of junior researchers, facilitating more responsibility and accountability.

London, United Kingdom

Developed strong technical skills: Worked closely with Directors: conducted interviews, moderated focus groups, designed methodologies, analysed and reported on findings.