Tom Cole Email & Phone Number

Cambridge, Gb

London, 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.

London, 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

London , Gb

Produce 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

Nuremberg, Bavaria, De

Working 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.

London, London, Gb

Quantitative 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

London , Co

Client 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.

Hürth, De

Month long internship, assisting on research projects with clients such as Orange and Post Office