• Implemented transactional and digital surveys with Medallia to monitor customer engagement, satisfaction and issues. Provided baseline metrics, actionable insights and monthly reviews to assess customer journey success.• Conducted qualitative research through in-depth interviews with members about their care journey. Included thematic analysis, persona frameworks, pain point analysis, and the matrix method. This allowed us to understand the journey from a customer perspective and optimise accordingly.• Conducted qualitative and UX research to test customer understanding of a new product ahead of launch. Included thematic analysis, journey mapping, and usability testing. This ensured the launch ran smoothly.• Analysed 4,000+ responses to a Member Relationship survey, providing significant insights across the business into our members’ behaviour, expectations and experiences. Reporting on insights and advising on actions to reduce negative impact and improve customer journeys.

• Created media plans for clients to determine how, what and when we would deliver their advertising.• Estimated advertising reach and ROI.• Liaised with media managers to establish both online and print artwork requirements and deadlines.• Showcased online and offline client coverage reports to demonstrate the success of the advertisements.

• Analysed customer engagement and behaviour with the client’s website, email marketing campaigns, and their purchasing habits. Used this data to identify trends and opportunities and provide actionable insights and recommendations that informed marketing campaigns.• Presented findings on a monthly basis.• Segmentation of customers in order to enhance campaign effectiveness.• Planned and developed monthly marketing campaigns.• Used Excel and Tableau to explore, collect, and analyse data.• Managed modification of research methods to accommodate new GDPR regulations.

• • Created high quality monthly reports and presentations for a variety of clients, showing my findings, insights, and recommendations based on my quantitative research.• Worked with qualitative team to answer research questions requiring further in-depth analysis.• Designed and scripted online surveys according to our client's bespoke needs.• Identified and segmented the correct audience for surveys based on client requirements and budget.• Managed live surveys, the number of respondents receiving them, and reported any issues.

• • Designed and scripted online surveys based on clients’ bespoke needs.• Reported findings and key insights for a variety of clients, recommendations for marketing and future event planning were based on these.• Segmented data according to client needs.

• Experience in both qualitative and quantitative research• Weekly blog post based on desk research findings• Creating reports based on research findings• Research for portfolio on the over 50’s market• Research for portfolio on the gym/leisure market

As a PAL leader I facilitate learning for first year advertising students, help them improve their study skills and prepare better for assignments and exams, prepare my own sessions via powerpoint according to what the students want to learn.