Muss is a seasoned professional with nearly two decades of experience, passionately advocating for a "Customer First" mindset. As an active speaker and thought leader, he shares his extensive expertise across multiple disciplines, including Customer Experience, Holistic Experience, Behavioural Science, Insight, and Analytics.He excels in developing and enhancing customer journey experiences through clear, effective strategies, including comprehensive reporting and insights that benefit both customer and business-focused projects.Muss's career includes extensive collaborations with clients, agencies, and one of the top four Management Consultancies, granting him valuable insights from diverse perspectives. His cross-sector expertise spans Retail and Financial Services, enabling him to address various industry challenges adeptly.• Customer Experience Advocate: With nearly two decades of experience, Muss champions a "Customer First" mindset across various industries.• Thought Leader & Speaker: Regularly shares expertise in Customer Experience, Holistic Experience, Behavioural Science, Insight, and Analytics.• Proven Success: Consistently delivers impactful projects that drive business growth and enhance customer journeys with clear, actionable strategies.• Cross-Sector Expertise: Extensive experience in Retail, Financial Services, and collaborations with top-tier clients, agencies, and one of the Big Four Management Consultancies.• Founder of RU-CX: Leading a cutting-edge training service that helps businesses create memorable experiences that "touch the soul of the consumer."• Visionary Leadership: Transforms businesses by fostering collaborative, customer-centric environments, increasing loyalty, growth, and profitability.• Driving Change: Passionate about helping companies revolutionise their customer experience, ensuring meaningful connections and long-term success.

Lead analyst delivering TSB Segmentation, working across the bank to help in strategic decision making to improve NPS, Enhancing Brand engagement, Digital Marketing and Branch Engagement for customer growth & business process improvement through customer behaviour. • Directed strategic customer insight projects, leading to a 10% improvement in NPS and a 20% increase in high-value customer recruitment.• Implemented advanced customer segmentation models to drive channel-driven marketing strategies, increasing engagement and improving resource allocation by 30%.• Collaborated with Research, Marketing and Strategy teams to identify key cohorts of customers to personalise journey orchestration using modelling and targeting campaigns. • Led cross-functional teams using data analytics and improving customer journeys, reducing fraud risk by 25% through the integration of machine learning algorithms.• Provided senior leadership with insights that aligned customer behaviour with business goals, driving strategic decision-making and increasing customer acquisition in high-value cohorts by 18%.

Responsibilities to guide a new insight team in imbedding best practice in data management and analytical techniques to develop robust and actionable insight for strategic level decision making. Develop cross functional stakeholder relationship to promote insight service through investigating new opportunities and bringing customer closer to the business. • Delivered actionable insights that enhanced customer retention by 10% and improved revenue by 12%, using advanced customer analytics to personalise engagement strategies.• Implemented a Single Customer View, improving campaign effectiveness by 20% and enabling more efficient resource allocation across marketing initiatives.• Worked with key stakeholders to identify growth opportunities and provide strategic insights that improved customer journeys and operational performance.

Executive Advisor to Corporate clients advising and implementing strategic level projects. Covering areas of Business Inteligence, Management Information, Customer Analytics, Customer Experience, Business Process Management, Business Performance Improvement (Cost and Revenue).etc.• Worked on multiple projects in different roles within Auditing, Business Analyst and Data and CX consultant for corporate-level transformational projects.• Led customer behaviour analysis that reduced student dropout rates by 25% through targeted, data-driven intervention strategies in higher education institutions.• Provided strategic advisory services in customer analytics, resulting in a 20% improvement in client satisfaction and reduced operational costs by 10%.• Delivered business performance improvements of 15% by aligning customer insights with business goals, optimising processes, and enhancing decision-making.

• Centralise and manage multi-project programmes by identifying integration and business requirements between individual projects and technical teams. • Achieved synergy between all departments for stronger end-to-end processes and business ownership.• Improve the data capture process of customer information including redesigning sales and appointment software and back-end data to allow a robust process and customer experience.• Improving the contact centre process into an inbound & outbound service rather than purely outbound.• Investigate and design robust methods/processes to increase customer relationships through improved customer journey and data management. Achieved by design and development of single customer view to be used for analysis from basic customer profiling to segmentation and propensity modelling.• Embedded insight/ reporting suite for lead generation, customer management and operational performance• Collaborated with the marketing director on targeting and selections using internal & external data coupled with applying the best methods for lead generation. • Improve campaign integration and response capture across multiple channels • Managed a team of four data extraction and insight analysts, making sure each campaign met data and business requirements within the time constraints and deadlines.

Working as a freelance contractor for RNIB within their Fundraising Strategy Dept. Main projects based around developing their SRM Strategy and Insight.

• Business Development - Introduced & developed a product for Millennium that is now the forefront of its kind in the UK as well as core sales tool for the company. • Account/ Portfolio Mgmt - Introduced and developed the entire analytics service package for external clients, including pricing, negotiation, and third-party data suppliers etc • Modelling/ Remodelling - Provided a greater enhancement in the use of external data via third-party relationship• Project Mgmt – Developing and managing multiple projects for clients in all aspects of customer analytics and targeting, from Inception to Completion/Presentation, within cost/delivery timeframes• Synergy/ Operational Analysis – Proposed/ created group-level company service catalogue, by identifying operations and sales synergy opportunities within sister companies.

• A central role responsible for starting up new departments and be pivotal in linking all departments in achieving business strategy to enhance customer experience and profitability. Main areas included:• CRM Business Management - Lead, develop and enhance customer relationship management by introducing processes for customer contact, lead distribution management and other customer data-driven initiatives by working closely with Marketing, I.T., Servicing, and all Sales Distribution channels, ensuring any projects and process agreed, meets the overall objectives.• Team Management - Line managing team of 2 Analysts, covering all M.I. and Insight responsibilities, and indirectly/ matrix managed team of 12. • Analysis - Introduce and provide customer analytics from customer profiling, and propensity modelling to segmenting the customer base (SAS and Oracle Discoverer) and the potential of using GIS tools for customers and internal Sales channels (MicroVision).• Business Process Re-engineering - Identified, and re-engineered Customer Experienced process and data management needs.• Solution/ Strategy Management - Contributed to the process of building CRM solution business case models to meet longer-term strategic objectives.

Senior analyst for GB Group Plc providing in-house solutions covering data cleansing, database solutions, Third party data (i.e. National register etc.), Strategic and Analytical marketing consultation. Major blue chip clients from industries such as Utilities, Retail, Financial and Travel. Projects based on customer retention, customer acquisition, customer profitability, cross-sell/ up-sell by modelling & scoring using existing and third party data for implementation.

Working for a Marketing Consultancy as a Consultant, I was responsible for projects mainly from Halifax and other major blue chip clients in the financial industry. Areas of analysis and modelling also included charitable based organisations, Internet and research companies.

Develop and implement customer acquisition, retention models and strategies as well as Market /Customer segmentation analysis based upon response and behaviour. Identifying opportunities from pre/ post-campaigns and new product development.ResearchHalifax Plc. H/O. (Linked with the MSc, 1999 )Main responsibility was to complete a research project that would be able to predict consumer behaviour of the most profitable customers. Based on Multivariate Analysis techniques using SAS and the implication of Relationship Marketing and techniques to implement in the financial environment for customer targeting.