Tom Wagstaff Email & Phone Number

Amersham, Gb

Sheffield, South Yorkshire, Gb

Driving improvements to the quality of the search experience for our customers!

San Jose, Ca, Us

Led the team responsible for eBay’s quantitative consumer measurement programmes, including NPS, CSAT and brand performance. Drove visibility of key metrics to senior leadership and influenced company strategy through insights.- Reported insights at senior levels, providing deep-dive reporting into trends and drivers of a large range of metrics, including NPS, CSAT and brand consideration.- Led effort in partnership with data science and analytics teams to model drivers of key customer metrics and provide actionable insights to stakeholders. - Enabled performance measurement for new programmes and focus areas through end-to-end delivery of new tracking programmes. Provided metrics and actionable insights on current performance to stakeholders.- Oversaw data engineering team responsible for backend processes and data pipelines for customer research data globally.

San Jose, Ca, Us

Oversaw a combined analytics and research team providing customer insights to global eBay stakeholders in product, finance and product marketing teams. Drove >$50m in annualised GMV through improvements to trade between different markets.- Employed a range of analytical and research techniques to get to deep understanding of eBay customers and performance of the platform. Used insights to influence strategy and decision making within the product organisation and business teams.- Led a large-scale update to rules on trade between different countries, driving annualised impact of $50m+ GMV. Used a variety of innovative data modelling techniques to identify potential approaches and ran a comprehensive test programme to understand impact.

San Jose, Ca, Us

Led an analytics team providing insight into customer behaviour, product health and sales/ business performance across eBay Europe. Generated insights and drove a broad range of improvements to traffic conversion performance, leading to millions of dollars of incremental trade.- Analysed product performance across the full range of flows in the buyer journey and identified numerous opportunities to improve the buyer experience.- Successfully influenced stakeholders to make changes to update and improve features, driving millions of dollars of additional incremental GMV in the process.- Created dashboards and visualisations to deepen understanding of product performance and buyer traffic conversion for stakeholders in business and finance teams.- Carried out regular deep dives into product and conversion performance to aid understanding of business performance and identify areas of opportunity within the product experience.

San Jose, Ca, Us

Leader of data product team, responsible for optimising search results recall and ranking in Europe. Drove more than 6% improvement in conversion, corresponding to hundreds of millions of dollars in incremental GMV and received a patent for the work on ranking auction-style items.- Improved traffic conversion and drove incremental GMV by optimising search results ranking and recall algorithms. Used a variety of sources and techniques to identify opportunities for improvement. - Transitioned EU search results ranking from hand-tuned to a machine-learned model.- Carried out multivariate A/B testing and user behaviour analysis of ranking approaches to drive conversion and improve search customer experience.- Presented at external events with eBay sellers on how to make the most of eBay search.- Acted as main internal expert on search within eBay Europe, explaining complicated technical concepts to a non-technical audience, raising understanding of important work within the business.

San Jose, Ca, Us

Created a new team tasked with updating item classification and taxonomy across key categories in eBay Europe. Successfully harmonised data structures across 12 sites and 7 languages, improving the customer experience and supporting key product initiatives.- Led efforts to make critical pieces of structured data mandatory for eBay sellers, greatly improving the quality of the buying experience in key categories.- Designed processes and created tools to ensure new structures reflected customer insight and needs. - Took ownership of stakeholder management within a critical piece of infrastructure, visible both internally within eBay and externally to eBay customers.- Communicated changes to eBay seller customers, driving adoption and minimising disruption.

San Jose, Ca, Us

Responsible for optimisation of search ranking across eBay's European sites to drive traffic conversion- Carried out multivariate testing and user behaviour analysis to identify opportunities to improve search results and understand impact on key business metrics- Worked with search product team to define new feature requirements and implement changes to search ranking- Directly designed and built new ranking features and approaches

San Jose, Ca, Us

San Jose, Ca, Us