Lisa Garthside Ccxp Email & Phone Number

United Kingdom

Reading, United Kingdom

Engaged to re-design Prudentials voice of the customer programme and to ensure the customer voice is heard in the business. This has included:1. 1. VoC redesign across the B2C and advisor customer base. 2. Heavily involved in selection of the new supplier 3. Supporting business in the design of the new programme including - Identifying the customer- Identifying the touchpoint (relationship, journey, contact centre) - Designing the survey programme and dashboards 4. Defining the wider customer insight strategy and supporting the business and my team in putting the customer at the centre of Prudential’s new business strategy. 5. Encouraging disparate parts of the business to listen to customers and focus on their needs when designing new strategy. 6. Budget management and contractual negotiation.

Southwark, London

London, United Kingdom

Confirmit provides solutions that help businesses gather feedback from customers and employees, analyze the results, and take action to improve business processes. As part of the Voice of the Customer (VoC) team I work with our customers to help them define and design their VoC programme, embed it in the business and ensure action is taken as a result of the feedback given by customers. We are passionate about using VoC to help our customers grow profitably, increase their customer loyalty and enhance their reputation.

London, United Kingdom

Responsible for consumer research, with a specific focus on customer experience and loyalty as well as product development. Lead on a Key Account in the Hospitality sector and Project Director on a number of other accounts.

Working part time in TMT (Technology, Media and Telecoms) I was responsible for large tracking studies, the first a multi language website satisfaction pop up survey, the second a syndicated mobile business market sizing study. My responsibilities covered the project management, analysis and reporting and client liaison. Other, ad hoc, studies included day long workshops, depths, groups (in person and online), online, telephone, hall test style product testing.

I founded TGA with Phil Todd in July 2001. Following a slow start after 9/11, TGA was developing into a successful agency. My responsibilities covered all the financial and project profitability as well as business development, covering marketing materials, cold calling, pitch meetings and taking a stand at the Insight Show. I also spoke at the BIG conference. TGA focused on NPD, pricing and web design evaluation. As well as working for blue chip financial and technology companies, we completed projects on areas as diverse as carpet tiles and publishing, through to working with a start up on the development of a mobile phone application.

I joined BDRC as a Senior Research Executive and quickly progressed to managing projects from proposal through to presentation. I worked with a range of clients running up to 10 projects at any one time, with a team of researchers, including two customer tracking satisfaction surveys. One of these covered the direct motor and home insurance sector amongst consumers, the other dental insurance amongst both consumers and dentists. I managed both tracking studies over a number of years including set up, quarterly presentation to board level, and a periodic benchmark study. In addition I successfully managed numbers of projects from qualitative through quantitative stage and into client feedback. These projects were both UK and international and included multiple project management, presentations, moderation, analysis and interpretation as well as team management. I conducted both groups and depths, am equally comfortable conducting groups with teenagers through to depths with Technology Directors and Finance Directors of Top 100 companies.

Based within the Commercial Division and reporting to the Research Manager, I managed B2B projects for internal clients, primarily directors and senior management. This included both ad hoc and tracking research as well as analysing industry statistics and market trend data. It also included liaising with the senior management team to understand their needs. In addition, I initiated dialogue with researchers in other parts of the business and we set up quarterly meetings to share projects and ideas.

I was responsible for running quantitative surveys, particularly customer satisfaction, ad hoc telephone research and mystery shopping. I was also involved in qualitative research conducting depth interviews and qualitative analysis. Clients were mostly automotive.

Ba Hons 2:1, Business Studies

A Levels In English, Biology And History. S Level History.