Experience

OKO

• United Kingdom
• Market Research
• 1 - 100 Employee

• Insight Director

  • Apr 2015 - Present

  I work hands-on with OKO's clients to ensure we deliver brilliantly and enable them to take business decisions with confidence. I work hands-on with OKO's clients to ensure we deliver brilliantly and enable them to take business decisions with confidence.



Institute of Customer Service

• United Kingdom
• Consumer Services
• 1 - 100 Employee

• Research and Insight Lead

  • Jul 2013 - Apr 2015

  I developed the Institute's research and insight portfolio, supporting its mission to improve customer service and business performance across the UK economy. Responsible for:- the widely-used UK Customer Satisfaction Index (UKCSI)- new research projects addressing the big topics and opportunities in customer service strategy- bespoke insight for clients in retail, utilities, housing, automotive, government.So lots of working with big data sets, generation of insights around business and CX strategy, and collaboration with a great set of clients across multiple sectors.



The Guide Dogs for the Blind Association

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Market & Customer Insight Manager

  • Sep 2008 - Jul 2013

  Time for a new challenge - a different sector and a new set of business issues to tackle. Challenging and rewarding in equal measure.My objective was to improve the organisation's understanding of the people it seeks to serve and those whose support it needs.Meaning.... Focused and cost-efficient research and insight. Strategy development and market analysis. Tracking and communicating metrics on brand and performance.Worked with senior management in Guide Dogs, plus a range of research suppliers and other visual impairment organisations.Helped to shape the charity's brand refresh and its ad campaigns.Note: I worked outside Guide Dogs on a separate business venture between Oct 2011 and July 2012.



Ovum

• United Kingdom
• Research Services
• 1 - 100 Employee

• Principal Analyst

  • Oct 2002 - Aug 2008

  Back to the supply side...Joined as a market analyst, with one of the most respected firms in tech market consulting. Then led Ovum's research and services covering the UK software and IT services market.We advised decision-makers in tech companies, from start-ups to global giants.Market strategy, workshops and thought leadership in a fast-changing sector.Consulting projects for clients like Microsoft, IBM, Fujitsu, Accenture and Cisco - what markets should we enter and how, what do clients want now and in 2-5 years, what disruption is coming and what should we do about it, how do we compete?



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Strategy Manager

  • 1999 - 2002

  Hands-on market and competitor strategy - I went from consultancy to a large scale client environment, with multi-billion-dollar investments and growth opportunities at stake in a market that was in many ways insane.Worked on M&A and alliance projects with tech companies - with a horizon-expanding year in Silicon Valley, California, making friends with tech giants and promising start-ups. Hands-on market and competitor strategy - I went from consultancy to a large scale client environment, with multi-billion-dollar investments and growth opportunities at stake in a market that was in many ways insane.Worked on M&A and alliance projects with tech companies - with a horizon-expanding year in Silicon Valley, California, making friends with tech giants and promising start-ups.



Datamonitor

• Consultant / Analyst

  • 1996 - 1999

  Huge amounts of learning in a very-fast-growing, all-hands-on-deck, sink-or-swim environment. Research into global markets in networking, digital media and the fledgling web.Market insight projects for clients, mostly big tech companies like Cisco and Microsoft.By 1998... leading the Networking & Internet Service and a small team of talented analysts. Huge amounts of learning in a very-fast-growing, all-hands-on-deck, sink-or-swim environment. Research into global markets in networking, digital media and the fledgling web.Market insight projects for clients, mostly big tech companies like Cisco and Microsoft.By 1998... leading the Networking & Internet Service and a small team of talented analysts.