Pamela Smit Email & Phone Number

London, England, United Kingdom

• Advocating for customers by uncovering pain points, improvement opportunities, and future needs.
• Proactively championing CX and product initiatives throughout the business.
• Collaborating cross-functionally with teams, including commercial, product and UX to optimise customer journeys.
• Run ad-hoc research to support prioritisation and delivery decisions.
• Contributing to and/or facilitating a variety of internal CX workshops, including customer journey mapping and insights alignment sessions.
• Defining KPIs for experiences and initiatives within the product function in alignment with business strategy and customer expectations.

• Maintained and optimised customer survey processes, allowing us to report on player satisfaction and NPS measurement at brand, market, product & customer journey levels.
• Consistently generated actionable insight reports and delivered presentations to business teams.
• Disseminated insights obtained from customer surveys into tangible data to aid business strategy and collaborating with UX design to integrate finding into the design process.
• Aligned closely with our Analytics and UX Research teams to develop a holistic understanding of our customers using a variety of data sources to drive decision-making.
• Partnered closely with product managers to refine product strategy and roadmap

London, England, United Kingdom

• Conducted advanced data analysis from large datasets (quantitative), and report on this using data visualisation to tell powerful and compelling stories.
• Analysed customer open feedback (qualitative) and other relevant data sources to identify trends, patterns, and improvement areas.
• Translated data insights into actionable recommendations for enhancing the customer experience.
• Utilised external sources, such as social media, to proactively identify opportunities for improving customer journeys and product enhancements.
• Developed strategies and interventions to enhance customer-centricity within the company.

Bangkok, Thailand

• Plan and conduct quantitative research to collect and analyse customer behaviour to help enhance customers' travel experience and business strategy.
• Testing the usability of the new in-house program maker.
• Collaborated with tour coordinators to develop tailor-made tour programs based on customer feedback, enhancing overall customer satisfaction and experience.
• Enhanced social media efficiency through streamlined content creation and effective scheduling strategies for consistent communication

Bangkok, Thailand

• During my internship, I actively contributed to ongoing clinical research focused on post-traumatic stress disorder in breast cancer treatment.
• Assisting in participant recruitment, screening, and scheduling.
• Reviewing scientific literature, interview transcripts, and analysing data using the statistical software (SPSS).
• Collaborating with the research team to collect data using qualitative and quantitative approaches; this included conducting interviews and administering psychometric assessments.

Master Of Science - Msc, Cognitive Neuroscience, Merit

Study emphases: Research Design and Statistics, Programming in Neuroimaging, Topics in Cognitive Neuroscience, Basic Principles in.

Bachelor Of Science - Bsc, Psychology, Merit

Study emphases: Quantitative & Qualitative Design and Analysis, Organisational Behaviour, Social and Cultural Psychologies, Individual.