Designed, managed and analysed continuous online surveys to provide clients with actionable recommendations for improving their digital and contact centre customer experiences. Clients included a range of household names across the retail, publishing and transport sectors, such as House of Fraser, the Guardian and Transport for London.A key part of my role was to put together succinct, story-led presentations that delivered insights quickly and easily to clients. I presented these at clients’ offices and often to senior audiences that included CEOS, Global Heads and Heads of Digital/Ecommerce/Customer Insight. Key financial successes for ForeSee as a result of these analyses included a client increasing the number of countries measured from 22 to 45, a client increasing their spend despite internal budget cuts, and clients increasing the number of channels measured.Outside of client work, as one of two Senior Analysts in a team of seven part of my role involved mentoring more junior members in terms of analysis, client management and time management. I also lead the team meetings and organised social activities.

Temporary position: Analysed media ratings to identify the impact of commercial investments in the sports and entertainment industries.

Responsible for the British Gas brand and communications tracker, a key account for Hall & Partners. Delivered presentations, ad hoc analyses, reports and proposals. Managed two junior members of the team in terms of their analysis and workload.

Designed, implemented and evaluated quantitative research studies to help financial providers understand and enhance the customer experience. Key project included setting-up and managing a £2m online global consumer banking tracker for HSBC. Outside of projects I managed one member of the team and was an assessor at Graduate Recruitment Days.

Analysed panel data from an online usage diary to provide FMCG manufacturers with insights to grow their brands, further enhancing these insights through combining them with the results of ad hoc surveys. Unilever was my main client.

Managed Royal Mail’s B2B satisfaction tracker, working onsite once a week to develop close client relationships and deepen my knowledge of the business. This resulted in an ad hoc conjoint analysis being commissioned, which I produced and presented.

Interrogated purchase and usage panel data to help FMCG manufacturers understand consumer behaviour and identify opportunities for growth. Regularly worked onsite with EPOS providers (IRI and Nielsen) to integrate our data and hence provide deeper insights into brands and categories. Key clients included Nestle, PepsiCo and Kellogg’s.