Responsible for identification of growth opportunities across DLG’s portfolio of brands and working with cross-functional agile teams to ensure they are effectively executed at scale in multichannel customer journeys, including a customer service operation spanning sales, service and claims of c6,000 FTE that handle c15m calls per year.

Key strategy role reporting to the Managing Director of Claims. I have a very wide remit covering the end-to-end insurance claims customer journey for all of DLG's own brands (Direct Line, Churchill, Green Flag, Privilege, Darwin and NIG) and strategic partners (several leading banks and car manufactures) across multiple consumer and B2B sectors (Motor, Home, Travel, Pet, Commercial and SMEs).Responsible for developing strategy and action plans for challenging business problems that improve the customer experience for DLG's 15 million policy holders, reduce claims operating expenses and maintain DLG's market leading control of claims expenses (c£2 billion p.a. spend). Led on projects covering proposition development, partnership pitches, digital/channel strategy, operating models, automation/AI, supply chain and DLG's strategic response to major industry developments that are redefining the global insurance market. Examples include: the impact of automated/self-driving cars and the rapid move to EVs, the Internet of Things and digital-first InsureTech start-ups like Lemonade disrupting the value chain.Successfully delivery on these projects requires working effectively with a very wide range of stakeholders inside and outside of claims at all levels to frame business problems and opportunities effectively, influence through a combination of hard data/analytics and compelling narratives to secure alignment on final recommendations.

Responsible for CPW's NPS based Voice of the Customer programme & customer dashboard, delivering actionable insight to drive commercial and marketing plans for all product categories within CPW and providing customer & competitor insight to support strategy development and execution.

• Delivered a comprehensive Insight programme to support the launch of CPW’s entry into the Tablet product category. Outputs helped shape the category strategy and drove key decisions for the business plan, ranging, marketing and channel execution and helped grow market share to over 10% within 12 months.• Quickly took on additional responsibility based on this performance for the existing profit driving categories of post pay mobile phones, pre-pay mobile phones, accessories, mobile/fixed broadband and content.

Founding member of Guardian News & Media's strategy team. Delivered wide range of projects covering cross platform media strategy (print, web and mobile), business and product development, M&A, pricing, cost reduction and process improvement, customer segmentation and market research, KPIs and Balanced Scorecards.Strongly analytical with proven project management skills. Extensive experience of working with senior managers across multiple functions within business and the parent company (GMG plc).

Analyst, Planning Executive and Customer Database Manager

Worked on Meridian Brodacasting's bid for the ITV franchise covering the South East of England (won from incumbent holder TVS). Responsible for financial modelling, marketing and PR activities.