Experience

Blue Marble Research

• United Kingdom
• Market Research
• 1 - 100 Employee

• Associate Director

  • Jan 2018 - Present



Shift Customer Experience

• United Kingdom
• Business Consulting and Services

• Director

  • Jan 2017 - Present

  Director at Shift Customer Experience, a customer experience consultancy based in Bristol. We combine customer research, analytics and strategic consulting to understand what makes customers tick and use this insight to develop compelling customer experience strategies which attract, delight and retain customers.We use a two-step approach to improve the customer experience: - In Define, we determine what customers want and how the current customer experience measures up. - In Design, we show businesses how to exceed customer expectations and set themselves up for future success. We offer customer analytics, customer research and customer strategy as part of the Define phase. We typically use a combination of all three in our work, but we are also happy to offer them as standalone services for smaller projects.Visit www.shiftcx.com to find out more.



Driver and Vehicle Standards Agency (DVSA)

• United Kingdom
• Government Administration
• 700 & Above Employee

• Customer Research Consultant

  • Jan 2017 - Jan 2018

  Led research exploring Operator relationship with DVSA. Managed project from initial conception through stakeholder consultation, research design, questionnaire design and sample segmentation. Led research exploring Operator relationship with DVSA. Managed project from initial conception through stakeholder consultation, research design, questionnaire design and sample segmentation.



OVO

• United Kingdom
• Utilities
• 700 & Above Employee

• Insight and Research Lead

  • Oct 2013 - Oct 2015

  Managed customer research and insight function – Led insight team in supporting 10 departments through provision of research and insight. Defined insight strategy and developed supporting research programme including resource planning, budget management and risk evaluation.Conducted research – Managed projects from initial stakeholder consultation through fieldwork, analysis and delivery of insights to senior decision makers. Employed numerous innovative and traditional techniques including depths, focus groups, co-creation, ethnography, immersion ad customer journey mapping. Wide range of areas including customer experience, customer segmentation, propositions, branding and advertising, NPD, user research with consumers and businesses.Owned Voice Of The Customer program - Mapped customer journey, combined data and verbatim from trackers, bespoke research and other sources to measure sentiment and determine action plan of recommendations for customer experience improvements.Championed segmentation – Used MI and research to further develop generic Mosaic segmentation and augment segment personas. Embedded segmentation through promotion with stakeholders .



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Insight Manager

  • Feb 2012 - Mar 2013

  Customer experience measurement - Set-up and led continuous research study to document the customer journey through the lending process and explore customer experience at each stage. Identified key pressure points and developed customer-led strategies to drive improvementsRelationship manager best practice study – Conducted RM interviews and combined information with outputs of multiple insight studies to determine best practice techniques that maximise customer engagement. Worked with Network to disseminate develop CX improvement strategies Proposition development study - Led outsourced quant and qual research. Tested individual propositional elements to gauge appeal and determine optimum mix for proposition. Developed further through focus groups



Lady Jane Foods

• Director

  • Feb 2011 - Feb 2012

  Started-up and ran a small business manufacturing free-from food productsResponsible for all aspects of running business including manufacture, branding and marketing, sales, legal requirements and accounting Started-up and ran a small business manufacturing free-from food productsResponsible for all aspects of running business including manufacture, branding and marketing, sales, legal requirements and accounting



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Strategy Consultant

  • Oct 2007 - Feb 2011

  Brand Tracking, Royal Sun Alliance - Ran continuous multi-market brand tracking study to benchmark client brand performance against competitors.Customer Segmentation, Medtronic - Built multi-layered customer segmentation model to highlight priority targets. Assisted development of segment strategies and presented results to executive board.Customer Segmentation, Royal Sun Alliance - Needs-based segmentation pinpointing consumer requirements, expectations and behaviours. Developed segment personas for use in proposition development and retention strategies.Strategic Media Cost Reduction, Vodafone - Analysed media costs to track performance and identify cost savings of £16M whilst maintaining media quality Scenario Analysis, Nokia – Analysed historic financial data to produce forecasts for performance during different economic scenarios. Provided insight into potential customer needs to inform business strategy and proposition development.