Warren Earl Email & Phone Number

Tonbridge, England, United Kingdom

London, United Kingdom

I joined Peabody to set up a new Customer Insight team, introducing an improved continuous research programme to inform both strategic and operational decision-making, alongside an in-house responsive research programme. The team's remit has since expanded into helping to develop impact and evaluation models for activities conducted by Peabody, including our high profile regeneration activity in Thamesmead. I was a regular speaker at regional and national events and training courses in our sector on specific projects that Peabody has been working on and broader ways to improve the use of customer insight amongst housing associations.During 2019, I took a secondment to lead the Business Intelligence and Data Quality teams, with responsibility for key corporate and regulatory reporting and data quality improvement. I worked with the teams to help modernise the business’ use of data, replacing static manual reports with automated dashboards using Power BI, aiming to embed a cultural shift in how senior decision-makers use information and what our team’s role could be in facilitating this.

Bromley, United Kingdom

Responsible for the strategic insight programme at Direct Line Group.Oversaw the development and introduction of an updated attitudinal customer segmentation model and worked with the brand strategy and proposition development teams to apply this to the launch of new brand positioning and marketing campaigns for Direct Line and Churchill.Worked collaboratively with a major UK customer intelligence agency to develop a longitudinal research piece on the buying process and decision-making motivations in the purchase journey and channel selection of consumers of motor insurance.Conducted a market-mapping exercise on the digital engagement in insurance, covering purchase and customer service interactions, plus exploring consumer use of social media and other interactive online media to communicate with companies throughout the consumer lifecycle.

Dartford, United Kingdom

Led the establishment and development of a new Insight function in the company, including line management responsibility for two Insight Analysts.Worked with teams across the business to improve service quality, develop new product offerings, and support commercial value-adding and cost reduction programmes. Conducted data analysis to drive Moat’s understanding of its residents and the housing market, working with the Strategic Projects team, Development, Sales and Marketing teams to support the development of product offers and understanding of service performance drivers.Commissioned and oversaw the company's market research programme in support of Customer Service and Corporate Development strategies. Provided critical analysis of multiple customer insight data sources to provide insight into ways to improve operational performance and understand the impact of changes in welfare reform on residents' ability to maintain their tenancies. Developed initial customer journey mapping and created a multi-lens customer segmentation model to allow tailored solutions for key business challenges, such as the introduction of predictive models of arrears risk and communications preferences.Supported the updating of the company's Data Protection policy and permissions management to ensure that more proactive uses of customer data remained compliant with the Data Proection Act.

Tunbridge Wells, United Kingdom

Responsible for co-ordinating the Commercial Department's role in implementating switch campaigns for marketing and portfolio migrations of up to £20m with major healthcare intermediaries. This included developing strategies to tailor offers at an individual level that would be attractive and commercially viable to potential customers, agreeing proposals with director-level internal and external stakeholders and working with IT to develop quote engines to implement and maintain proposals.Managed the market insight programme for personal, SME and large corporate business lines, including managing the input of three employees assigned to the programme on a part-time basis, plus developing a framework for a 'virtual team' of other experts across the company.Supported the Product Development team in exploring potential new market opportunities and product concepts in the UK and internationally and took reponsibility for development of a new product for an affiliate partner in the personal market.Provided customer and market analysis to inform sales, marketing and product development decisions at strategic and operational levels, plus presenting findings and proposals to senior managers.Developed presentations and an internal workshop to improve awareness and understanding of developments and challenges in the healthcare market. These were presented to teams across the company as part of the company's internal learning and development strategy.

London & Tunbridge Wells, United Kingdom

Programme manager for the secondary research team at AXA PPP healthcare, reporting directly to the Head of UK Customer Insight. Also responsible for primary research projects including research into lapsed customers, mystery shopping and competitor acquisition and retention communications. Liaised regularly with stakeholders at AXA UK and the group head office in Paris on UK-wide marketing effectiveness reports. Was also steering group member for the UK-wide Insight and knowledge management database and managed the overall annual insight budget of £150k.

Tunbridge Wells, United Kingdom

Part of the marketing strategy and research team, holding responsibility for the market insight programme. Developed and improved processes to provide a more insightful and supportive function at strategic and operational level. Co-ordinated the production of annual marketing strategy documents for all UK healthcare business lines. Supported the transfer of a key competitor's entire customer portfolio to AXA on their exit from the market. Managed a full-time employee from January 2007 and was promoted within the role in early 2008.