• Head of Insight team- setting up the HM Courts and Tribunals Service (HMCTS) insight function and currently joint head of multidisciplinary team of 30 analysts- social researchers, operational researchers, economists, behavioural scientists, user researchers• Lead on providing insight and evidence to ensure HMCTS is user-driven and to underpin decision making• Lead on the external research procurement including all qualitative and quantitative research in HMCTS• Developed department wide approach to improving service performance- using expert, innovative analysis to improve all courts and tribunals services through use of robust data• Developed approach to evaluation- embedded use of logic models in department and led on all service level evaluations• Defined and improved Access to Justice- developed a definition and a method for assessing and improving Access to Justice in court services• International representation- 3 times keynote speaker at OECD on Improving Justice services and collaborator with governments in Singapore, Netherlands, Ireland and Australia.

• Project lead on HMRC’s Digital Research Programme, providing tactical and strategic research to support the delivery of HMRC’s digital strategy• Building capability across HMRC in the understanding and the use of research demonstrating how research has benefited HMRC’s strategic objectives• Financial management of digital research spend, ensuring value for money and providing year on year cost saving without reducing the quality of the research output• Management of a team of junior researchers to support the delivery HMRC’s digital strategy• Delivering research training across the department in insight and innovation

• Management of Customer Insight projects and embedding insights into the Department and across Whitehall. Including key Department projects on Teen Pregnancy, Pupil Behaviour, Academies, Phonics and Police in Schools• Dissemination of Customer Segmentation into the Department, local authorities and public bodies• Development of Customer Understanding Tools and their dissemination across the Department to build Customer Insight capacity in marketing, communications and policy teams• Development of new innovations in customer insight including “Customer Clinics” were staff meet and speak to customers on a regular basis• Procurement and management of a qualitative call off contract to bring the voice of the customer into the Department through regular qualitative research with customers

• Project direction of all primary projects in 2008 with a combined value of GBP1.3m including digital research for online banking propositions, customer segmentation, brand tracking of ATL campaigns, proposition testing and new product development• Senior Management of a team of four primary research managers and research executives.

• Project management of bespoke research projects for the telecommunication and media industry. I have experience of managing over 30 projects with project teams of up to 10 individuals

• Interviewing and observational research in the home environment of children and families• Publication of 9 academic submissions including lead author in the ‘Journal of Infant and Reproductive Psychology’