• Market Sizing: global review and recommendations to set-up insight capability and tools to inform short and medium term Marketing Strategy objectives, including analytical and research methodology.• Supported Ecommerce team in analysing digital, social media, email measures to assess impact of new product launch• Cost / Benefit analysis to inform Live Chat business case and recommended supplier

• Consumer Trends: designed and developed new insight service, tracking technology, digital, consumer behaviour short and long-term market activity. Added-value identifying commercial opportunities and innovations.• Corporate Brand Tracker: delivered set of KPIs and insight commentary for management. Mix of measures across competitor set.

• Delivered targeted insight to inform market strategy and decision making for Commercial Sales, Product & Innovation and management• Put in place plan, budget, suppliers and recruited team, reporting to board level Marketing Director• Key Insight projects/services informing Marketing Strategy and Business Planning: Sizing, Positioning, Competitor Analysis, Customer Experience Management, Trends & Brand Perception Trackers, Product and Customer Research • Improved structure and design of services with best practice to increase progressive capability

• Designed set of KPIs, including Customer Effort Score, NPS, Customer Satisfaction across customer segments and commercial sectors• Carried out key driver analysis applied to six monthly performance data set. Use of weighted rankings and consultation with the business to understand customer issues• Benchmarked performance against private and public sector companies, supporting manager to set customer segment level targets

Segmentation analysis; quantitative research and analysis; business process improvement and automation.

Pricing research project - conjoint analysis based; Qualitative behavioural segmentation project to develop Employer Checking Service proposition; Customer satisfaction tracking programme.

• Market Analysis to inform strategy and business planning, incl. hypothesis testing and scenarios• Seconded to support Pricing Strategy• Proposition Development• Brand Evaluation

Market Analysis (channels, product, sales, market strategy measures); Competitor Analysis; Proposition / Product development