David Chapman Email & Phone Number

Slough, Gb

Slough, England, United Kingdom

Product Owner within an Agile methodology squad, responsible for mapping, updating and augmenting all in-life customer comms.* Welcome journey* Optimising existing in-life comms campaigns* Holistic comms planning and management (multi-channel).

Slough, United Kingdom

Developing and leading the build of proposition concepts and taking them to market for the Pay Monthly team at Tesco Mobile. Also heavily involved in strategic and tactical planning for the business.* Leading consumer & customer understanding and insight work behind new proposition ideas.* Maintaining a rolling proposition roadmap* Working with finance, marketing and channels to ensure commercial viability and brilliant customer experience.* Agile transformation experience.

Slough, United Kingdom

Responsibility for running all of Tesco Mobile's insight and customer understanding programmes and setting up new and ad hoc research and insight initiatives. Projects managed include:* Brand positioning research* Brand communications platform research* Tracking studies* New proposition development research* Initiating new programmes of customer insight to provide more timely and more actionable information to make decisions by.

Chertsey

Pivotal category role within the TV and Home Appliance categories, driving change within the European business units responsible for selling TV/AV and kitchen appliances. Line manager.Key achievements:-> Developed and activated a Europe-wide usage and attitude study to enable business units to understand customer views and motivations towards using and replacing TVs and kitchen appliances.-> Ran a multi-country study looking at built-in kitchen appliances to understand how they are assessed and recommended by third party channels - has led to major changes in how Samsung targets and provides service to the recommender channel in Germany and Italy.-> Devised and implemented a multi-stage research programme to understand in depth how UK and German consumers consider purchasing a television. Has led to wholesale changes in how Samsung communicates through different channels and how its website is laid out.-> Programme-managed a pilot research study to understand in depth how shoppers navigate in depth the home appliances category in Poland and make decisions based on their retail experience. Has resulted in Samsung being able to negotiate with large retailers using the insight to be able to grow the whole category and improve Samsung's position within that.

Maidenhead, Berkshire

Developing, implementing and measuring customer strategy initiatives within service experience:* Part of the team that took NPS from -16 to +20 during my time there (was best in market of the networks) and went from most to least complained about network.* Co-created a NPS model to show how different parts of the customer experience relate and build up to overall company NPS --> widely used in the business to fix key issues and generate more promoters.* Fixing customer 'dead ends'​ - broken processes that frustrate good customer experience.* Adapting and launching major customer policies that were simultaneously customer-centric and commercially sound.* Creating robust measurement plans to ensure team and policy performance is on track - setting up recovery plans as needed.* Using research and customer analysis to define customer strategic priorities for the mid- to long-term.* Updating Senior Management on quarterly customer NPS research findings and advising them how to modify tactics and strategy to capitalise on the findings.* Defining, re-writing and implementing policy changes and measuring the internal and external impact of these changes.* Created and delivered consumer insights facilitation training workshops to bring colleagues up to common level of understanding.

Slough, United Kingdom

Customer experience champion - ensuring the right decisions are made from a customer standpoint, not just the easiest option internally.Developed research programmes and creative ways of starting conversations with customers to extract real insight from them, allowing O2 to measure effectively the launch of the O2 Wallet in April 2012 (the first of its kind in the UK).Proposition development consultancy within the Mobile Wallet and mobile device insurance areas - taking insights and turning them into viable customer products and services.Responsible for 'Treating Customers Fairly'​ (TCF) compliance reporting within Telefónica O2 and back to the FCA, including creating and running internal coaching and generating a 'culture'​ of treating customers fairly within the business.Planned, ran and analysed marketing campaigns for the mPOS (Mobile Point Of Sale) service within O2 Money, exceeding lead generation target by 40%.

Slough, United Kingdom

Responsible for creating and rolling out new business propositions to O2's corporate customers.Brought to market an all-new online e-service tool for all of O2's business mobile customers, leading to substantial ongoing cost savings within business Customer Services (estimated at £5m+ over five years).Brought to trial a flat-rated tariff proposition for corporate customers, addressing uncovered insight around predictable payment schedules.

Slough, United Kingdom

Managed research programmes for various parts of O2's UK business - Products, Corporate, SME, Retail/Sales, Consumer. Ad hoc and ongoing, qualitative and quantitative research experience gained covering a wide range of methodologies.Developed and ran a wide-ranging programme of research to understand the entire consideration and purchase journey for mobile customers - led to considerable changes to various touch-points and a complete re-alignment of how O2's channels worked together.Pivotal role in developing new segmentation model for SME.Track record of delivering fresh new insight and business recommendations to develop propositions around.Direct agency management with track record of getting strong value for money from all of O2's suppliers and creative ways of doing more for less.Pioneered an 'insights facilitation'​ programme within O2, coaching marketing and sales teams to derive new insights for themselves.

High Wycombe & Milton Keynes

I set up from scratch and ran the entire customer understanding capability for cahoot, from 6 months before launch to 350k active customers within 5 years.Market research, customer data analysis, marketing effectiveness analysis, competitor intelligence, market dynamics, strategic planning.Team leader of two analysts.

Basingstoke, Bedfont & Sunbury

Marketing management, competitor profiling & evaluation, sales database management, event co-ordination, customer segmentation, market trends analysis, market research - part of a pan-EMEA team responsible for monitoring and reporting on global market and competitor trends.

Central London / High Wycombe

Various roles within a West End branch, and more latterly vacational employment at a regional processing office.Responsibilities included: Debits/credits processing; junior lending officer; cashier; standing orders officer.

Ba (Hons), European Finance & Accounting, 2:1

Activities and Societies: University Football, cricket and athletics teams.Graduated with an honours degree in European Finance &.

Diplom Betriebswirtschaft (German Business Studies Degree), Europaische Finanzierung Mit Rechnungswesen, Distinction

Activities and Societies: Member of a local 'foreigners-in-exile' football team.A 1-year foreign degree as part of my university studies.

A-Levels, Economics; German; General Studies; Mathematics, C; E; D; D

Activities and Societies: Cricket team; Orchestra; Wind Band; Choral Society; Athletics & Cross-Country Team; Badminton Team.One.