Susannah Palmer Email & Phone Number

Wokingham, Gb

London Heathrow Airport, England, United Kingdom

Heathrow, United Kingdom

Heathrow, United Kingdom

Heathrow, United Kingdom

The Research and Insight team at British Airways are responsible for helping to keep our customer at the heart of everything we do and bring the voice of the customer into business decisions.To that end I worked on and managed a range of projects for stakeholders around the business, bringing them closer to our customers. Projects ranged from ongoing Customer Closeness and Customer Satisfaction to ad hoc projects exploring new products, service, propositions and communications and gaining a deeper understanding of our customer journey.Key skills for this role included:Driving insight and recommendation from customer researchWorking with stakeholders to embed insight into future plansConcept and proposition testing, trials, brand and ad tracking, customer satisfactionExcellent communication skills both in presenting insights and recommendations and in day to day collaborationBuilding constructive and meaningful stakeholder relationshipsBringing together qualitative and quantitative research to provide meaningful direction to business decisionsManaging and developing other team membersAdvanced project management of large and small projectsFocussed and tenacious team playerFully qualified member of the Market Research Society

I worked on a wide range of projects including studies which combined qualitative and quantitative methodologies. Experience includes customer satisfaction, brand tracking, exit surveys, concept testing, international segmentation, brand development, customer acquisition, pricing and NPD.

This position involved a great deal of client contact through various project management responsibilities aswell as contributing to developing new business.I was the Project Manager for a broadcaster’s online audience research panel providing daily figures to key clients as well as liaising between researchers and marketers in questionnaire design and development. I was involved in and coordinated analysis on research findings, insights and panel data. I also worked on ad hoc studies for other media owners.

Recruited by NOP Automotive Division through the graduate recruitment scheme. Experience included working with a wide range of quantitative methodologies including: CAPI, PAPI, CAWI, CATI. I gained experience in working on international project co-ordination and tracking studies and ad hoc studies and assisted in the set up and running of major car clinics (NPD). I also gained experience in the design, implementation and analysis of qualitative methodologies including face to face interviews, tele-depths and the moderation of focus groups of senior professionals.

Ba Hons, Sociology, 2.1

Education record