Leading a team to deliver all primary research at British Land. Driving commercial decision making through research, analysis, data visualisation and insight generation.

Working within the centralised UK marketing function, my role is to drive change by leading research on behalf of the UK group. Conducting research across multiple operating companies, products and brands, including AXA Insurance, AXA PPP healthcare, AXA Business Insurance, AXA Wealth and AXA Group (Paris).Achievements: • Initial set up, ongoing project management and strategic development of the AXA online research community, a mixed methodology research platform. Created savings… Show more Working within the centralised UK marketing function, my role is to drive change by leading research on behalf of the UK group. Conducting research across multiple operating companies, products and brands, including AXA Insurance, AXA PPP healthcare, AXA Business Insurance, AXA Wealth and AXA Group (Paris).Achievements: • Initial set up, ongoing project management and strategic development of the AXA online research community, a mixed methodology research platform. Created savings of over £100k per annum when compared to traditional research methods• Led creative testing/proof point testing research for £multi-million Little Things Mean A Lot above the line brand campaigns • Managed the successful completion of 70+ successful bespoke research projects that drove product development and strategic decision making. All delivered on time and to budget, topics including: new product development, brand awareness, business strategy, creative testing, UXT, consumer behavior, policy document evaluation, brand loyalty, brand expression testing and price elasticity• driven significant observable customer-centric improvement through recommendations following research • Responsible for recruitment, management and contract negotiation with external suppliers to drive significant cost savings• Leading the development and dissemination of the AXA UK customer segmentation, conducting nationally representative quantitative and ethnographic qualitative research to provide stakeholders with relevant segment content• Acting project lead on AXA UK’s 2016 customer/distributor satisfaction programme. A tracker survey with tens of thousands of completed interviews per annum • Driven significant savings by providing in-house data analysis/interpretation• Liaison between AXA group and Business Units on several insight initiatives• Dissemination of research findings to variety of stakeholders including presentations to Marketing Directors forum, group CMO and the AXA UK&I CEO Show less

Leading a team of research consultants to enable Bupa International to have a current, clear and deep understanding of its existing and prospect customers, competitors and marketplace through high quality research of customers’ views, needs, wants and behaviour, competitor activity and relevant market trends.Achievements:• Responsible for line management, recruitment and development of a research team• Led NPS tracker survey and Voice of Customer programme delivering… Show more Leading a team of research consultants to enable Bupa International to have a current, clear and deep understanding of its existing and prospect customers, competitors and marketplace through high quality research of customers’ views, needs, wants and behaviour, competitor activity and relevant market trends.Achievements:• Responsible for line management, recruitment and development of a research team• Led NPS tracker survey and Voice of Customer programme delivering significant annual NPS improvements• Led B2B/B2C International research projects on: Intermediaries, hospitals, group decision makers and end users to drive customer based business decision making. Projects including: brand equity/awareness, price elasticity, NPD, proposition testing, strategy, segmentation, user experience testing, market sizing, mystery shopping, competitor comparisons, analysis of customer wants/needs, customer journey mapping and key drivers of customer churn, retention and referral• Recruitment, coordination and budgeting third party research agencies• Drove significant cost reductions by delivering in-house online research• Creation and dissemination of competitor and market reports to inform business strategy Show less

Lead research and understanding into customer behaviour throughout Bupa International. Enhance, improve and understand the customer experience, using the results to provide tangible, measurable recommendations as part of the business improvement agenda. • Responsible for design, business engagement and phased roll out of a multi-touch point, Net Promoter research stream. Disseminating customer insights to inform decision making, testing the effectiveness of business interventions… Show more Lead research and understanding into customer behaviour throughout Bupa International. Enhance, improve and understand the customer experience, using the results to provide tangible, measurable recommendations as part of the business improvement agenda. • Responsible for design, business engagement and phased roll out of a multi-touch point, Net Promoter research stream. Disseminating customer insights to inform decision making, testing the effectiveness of business interventions, products and services and driving customer loyalty. Leading research streams at Bupa Global • Recruitment and performance management of a research assistant Show less