Tom Cole Email and Phone Number
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Tom Cole is a Senior Insight Manager - Customer Perception at BT Group. He possess expertise in leadership, quantitative research, segmentation, advertising research, customer insight and 10 more skills.
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Senior Insight Manager - Customer PerceptionBt GroupCambridge, Gb -
Senior Insight Manager - Head Of Customer Experience InsightBt Group Jan 2023 - PresentLondon, Gb- Leading a large team of market research and analytics experts in the field of customer experience insight to drive positive change and customer centricity through BT Group- Developing and implementing the insight strategy not just for the Customer Experience Insight team but also the wider Group Insight Centre of Excellence- Drives standards for the insights team and a coherent approach to intake and prioritisation, optimising the use of Insight resources and managing project budgets to deliver productivity and efficiency gains.- Influencing senior stakeholders including C-Suite through research to influence and guide.- Leads the continuous assessment of strategies, investments and projects driving insights to assess gaps and develop contingencies to strategy.- Leads the implementation of continuous improvement opportunities to improve Insight creation processes.
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Senior Customer Experience Insight ManagerBt Group Jun 2018 - Jan 2023London, Gb- Using actionable insight to set the long, medium and short term strategic direction of BT Group across all brands and products (Broadband, Mobile, TV, Sport)- Accountability for the BT Group Customer Experience NPS measurement competitor benchmarking programme across both the B2C and B2B markets, reporting to the wider business including CEO- Evaluating how BT Brands perform across all products, asses improvement plans, highlight gaps, identify product/ service market opportunities and accountable for ensuring the business focus on the right things in order to become best for customer within the market- Managing and understanding large number of senior stakeholder needs across the whole range of BT Groups, collaborating on research outcomes and building strong partner relationships across the business- Setting the vision for BT’s customer experience programme through applying industry best practice approach for insight- Managing and leading a team of Insight Professionals- Collaborating with other insight leaders across BT Group to apply consistency and cross team learnings to insight delivered- Passionate about customer insight and it's ability to positively drive business change
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Customer Experience Research ConsultantEe Nov 2015 - May 2018London , GbProduce insightful, concise and actionable presentations and monthly management level customer insight reportsIntegrate customer satisfaction research, operational metrics, event based KPIs and commercial outcomes, providing a holistic understanding of the customer experienceDesign surveys that will provide the business with valuable actionable insights resulting in improvements to the customer experienceManage relationships with external research agencies ensuring accurate and timely data deliveryMaintain an overview of various research projects, setting key milestones, establishing priorities and ensuring successful delivery Build meaningful cross-functional relationships and ensure a constant flow of new insight/ learnings across the business -
Research ManagerGfk Nop Oct 2012 - Oct 2015Nuremberg, Bavaria, DeWorking across a variety of accounts and quantitative projects, including those for global telecommunication network operators, mobile phone handset manufacturers and high street retailers. Key responsibilities include:Working on mix of both tracking and ad-hoc programmes, including event driven research, U&A, NPS as well as brand and advertising research.Delivering research reports and presentations to clients and other stakeholders.Liaising with clients on daily basis and responding to ad-hoc needs and requests.Working with internal teams to deliver on a project.Research and questionnaire design.Project costing and managing ongoing project financial performance. -
Quantitative Research ConsultantClear Ideas May 2012 - Oct 2012London, London, GbQuantitative consultant working across different sectors including Technology, Financial & FMCG. Responsibilities include: Leading smaller projects and working with colleagues on larger projectsLiaising with clientsLiaising with fieldwork and data processing suppliersBuilding materials for workshops and other deliverables -
Research ExecutiveTns Research International Mar 2010 - May 2012London , CoClient service research executive working on large multi-national research projects for a number of global financial organisations.Playing active role in the project management process of a research project.Assisting in the production of research reports for clients.Liasing with clients to assist achieving their business goals through research. -
Market Research InternSkopos Feb 2010 - Mar 2010Hürth, DeMonth long internship, assisting on research projects with clients such as Orange and Post Office
Tom Cole Skills
Tom Cole Education Details
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Nottingham Trent UniversityPsychology
Frequently Asked Questions about Tom Cole
What company does Tom Cole work for?
Tom Cole works for Bt Group
What is Tom Cole's role at the current company?
Tom Cole's current role is Senior Insight Manager - Customer Perception.
What is Tom Cole's email address?
Tom Cole's email address is to****@****l.co.uk
What is Tom Cole's direct phone number?
Tom Cole's direct phone number is +4478452*****
What schools did Tom Cole attend?
Tom Cole attended Nottingham Trent University.
What skills is Tom Cole known for?
Tom Cole has skills like Leadership, Quantitative Research, Segmentation, Advertising Research, Customer Insight, Market Research, Project Management, Research, Questionnaire Design, Consumer Behaviour, Spss, Marketing Research.
Who are Tom Cole's colleagues?
Tom Cole's colleagues are Kunal Mahajan, Annette Foster Sjoberg, Adam Smith, Susma Mohapatra, Glen Dersley, Kaushik Mukhopadhyay, David Turnbull.
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