Experience

Futures Housing Group

• United Kingdom
• Non-profit Organization Management
• 100 - 200 Employee

• Research and Intelligence Manager

  • Oct 2018 - Present

  Heading up a team of analysts and researchers, I lead the management, development and delivery of customer data, analytics, insight and research to enable evidence based decision making at Futures. Key responsibilities include: - Deriving meaningful customer insight data, from a variety of channels to produce strategic measures that support the Group in understanding the customer experience and inform strategic planning and policy development - Developing a reliable and consistent method of capturing customer feedback across all frontline services - Developing a customer forum ensuring that customers are consulted on all aspects of our service Show less



npower

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Research and Insight Manager

  • Nov 2015 - Oct 2018

  I worked with stakeholders from across the business to ensure that the npower customer's voice is heard in all key Commercial decisions. This mainly involved running qualitative and quantitative ad hoc research projects to answer strategic questions which could include pricing, innovation, retention, acquisition and cross/up selling. Key responsibilities: - Collaboration with key stakeholders to write research briefs - Managing third party research agencies end to end, to deliver high quality research outputs with strategic, actionable recommendations - Presenting findings to senior audiences - Proactively monitoring the external competitive/regulatory/research environment for clues and insight that can support npower's strategic goals Show less



GI Insight

• Leicester, United Kingdom

• Account Director

  • Apr 2014 - Jul 2015

  Responsible for all client facing activity at GI Insight, across some of the largest retail clients Toys R Us, American Golf, Go Outdoors and Bonmarche. My key responsibilities include: * Preparing and delivering regular insight outputs to clients, ensuring that information is accompanied by an insightful and compelling narrative * Working in partnership with clients to develop strategy and interpretation to ensure GI Insight makes a positive contribution to the client's business * Understand client's commercial issues within their market, and identify opportunities for growth My previous experience within both agency and client side Customer Insight environments means that I am well placed to manage both insight creation and interpretation, and be a real "Voice of the Customer" to our clients using the data analytics that GI are famous for! Show less



George at Asda

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Customer Insight Manager

  • Nov 2010 - Apr 2014

  Working specifically on the George clothing brand within Asda, main responsibilities included: * Continuous reporting and analysis of George's market performance * Provision of quant-based ad hoc insight to all levels of the business * Delivery of monthly strategic insight presentations to Board level * Furthering the understanding and usage of Customer Insight tools internally * Developing relationships with suppliers to ensure that all insight was useful, actionable, and to brief Show less



Elsevier

• Netherlands
• IT Services and IT Consulting
• 700 & Above Employee

• Research Executive

  • Nov 2008 - Nov 2010

  Managed continuous quantitative tracking studies amongst users of STM (Science/Technology/Medical) products within the academic community, including theLancet.com and other niche services. Presented analysis globally to internal stakeholders around the business to drive improvements in services. Managed continuous quantitative tracking studies amongst users of STM (Science/Technology/Medical) products within the academic community, including theLancet.com and other niche services. Presented analysis globally to internal stakeholders around the business to drive improvements in services.



MMR Research

• United Kingdom
• Market Research
• 300 - 400 Employee

• Senior Project Executive

  • Aug 2006 - Nov 2008

  Ran full service ad hoc research projects for FMCG clients, specialising in online research. Involved costing / questionnaire design, programming surveys within Confirmit, managing fieldwork and putting together debriefs. Ran full service ad hoc research projects for FMCG clients, specialising in online research. Involved costing / questionnaire design, programming surveys within Confirmit, managing fieldwork and putting together debriefs.