Thomas Hayes Email & Phone Number

United Kingdom

We believe that by helping our customers put the user at the centre of their decision making they will create better experiences and products, therefore creating more successful businesses. Whilst using our product is easy, achieving the change that is required to make this happen is not, which is where my team comes in.My role focuses on leading our consulting service side of the professional services arm of the merged UserZoom and UserTesting customer portfolio globally.This involves leading a large team of user research consultants that ultimately help organisations all over the world operationalise the adoption of research and their insights. I ensure that we create a sustainable and profitable business model that delivers high value to both our customers and our business. We are focused on helping our customers drive change locally within their business units, as well at an organisational level, so that everyone who uses the UserTesting products and our services are more successful and impactful in their roles.This has helped me develop a proven track record in managing financial performance, including margins, utilization rates, and sustainable practices, while optimizing resources to drive profitability and scalability. I've a strong ability to build and maintain high-level client relationships, act as a trusted advisor, and align service offerings with business development goals. My role requires expertise in driving measurable outcomes for clients, managing risk, and scaling operations to support long-term growth.

United Kingdom

Leading a 20+ team of global user researchers and who deliver expert consulting through a variety of professional service offerings to the world's leading digital product companies.

United Kingdom

Leading the EMEA User Research Partners in order to deliver expert consultancy and change to a range of diverse organisations of varying maturity levels.Managing a team of user research consultants with a particular focus on development and growth whilst delivering a high level service and expertise to leading organisations.Aiding key strategic customers to mature their UX research practices in order to deliver high quality insights and ultimately aid organisations make better decisions.Created and established UserZooms UX research Maturity Model used in helping organisations improve their practices adopted globally.Delivering user research thought leadership and expertise through change programs, articles, webinars and conference speeches including the recent User Research London 2022Highest usage and adoption figures for organisations using UserZooms platform for their user research needs.

United Kingdom

Manchester, United Kingdom

Strategic and Tactical research consultant to our customers to help them develop their UX research capabilities and mature their overall UX practices. I have worked across a number of sectors including, retail, automotive, travel and gaming (gambling).

Horwich, Greater Manchester, United Kingdom

Managing a team to gather and relay actionable insight from UX and other research to all areas of the business. Specialising in qualitative methods, the role involves servicing all areas of the business in a busy and innovative working environment that is focused on customer experience and as well as commercial outcomes. This is done using a large range of different methodologies and technologies (focus groups, card sorting, tree testing, qualitative comparative usability testing, diary studies, eye tracking) tailored to meet the needs and objectives of the business.

Manchester, Greater Manchester, United Kingdom

3 month contract as a Customer Insight Analyst for the customer Insight team at the Co-op Insurance.

Manchester, United Kingdom

Acting as the banks customer conscience on major projects (focusing on digital transformation) across the bank, this role has been a huge building block for my career and my development. My main responsibility as a research specialist is to use / conduct various insight sources (surveys, focus groups, journey mapping, UX research, external research etc) and my own expert knowledge to act in advisory position to an array of different stakeholders bank wide of the impact to customer experience, recommend potential solutions, as well as to inform and guide changes that may have a customer impact. The role also involved the introduction and maintenance of customer feedback mechanisms across the whole of the bank and the relaying this insight into actionable and informative data to achieve the customer experience vision.

Manchester, United Kingdom

The main responsibility of the role was to relay the findings of root cause analysis (RCA) and customer feedback to the bank (as well as the insurance arm until the company split) to help reduce complaints and improve customer experience. Actions were tracked from initial decisions, to delivery and eventually beyond to benefit realisation. This helped with building my stakeholder management skills as well as skills in developing and maintaining governance procedures for all RCA findings.

Manchester, United Kingdom

Main aspect of the role was to be involved in managing a claim for mortgage and home customers. Helped developed an understanding of customer service environments as well as first hand appreciation and in-depth knowledge of customer experience. Also managed a key feedback mechanism for VOB within the department to help improve the customer experience, a task beyond the role's responsibilities.