Experience

ImpactSense

• United Kingdom
• Research Services
• 1 - 100 Employee

• Research Director

  • Apr 2022 - Present



KPMG Nunwood

• Business Consulting and Services
• 1 - 100 Employee

• Senior Insight Lead

  • Jan 2016 - Apr 2022

  Edinburgh, United Kingdom KPMG Nunwood specialises in CX and is home of the Customer Experience Excellence Centre (CEE), the world’s largest think-tank of CX thought-leadership and best practice. My role as Senior Insight Lead involved me advising on large Customer tracking & measurement programmes with clients, across a number of sectors, supporting organisations in developing a single view of the customer experience, allowing them to put their customers at the heart of all decision-making. This work (B2C and… Show more KPMG Nunwood specialises in CX and is home of the Customer Experience Excellence Centre (CEE), the world’s largest think-tank of CX thought-leadership and best practice. My role as Senior Insight Lead involved me advising on large Customer tracking & measurement programmes with clients, across a number of sectors, supporting organisations in developing a single view of the customer experience, allowing them to put their customers at the heart of all decision-making. This work (B2C and B2B) typically spans CX strategy, journey mapping, Voice of the Customer, analytics and tech, which when combined with the CEE, provides insight directors, marketers and service leaders with inspiration, evidence and the technology needed to orchestrate change and create an impact. Key responsibilities included: • Account management and planning • CX strategy development • Voice of the Customer programme design and implementation (including technology/dashboards) • Data insight and analytics • Stakeholder management and engagement • Leading debriefs/workshops • Ensuring continuous improvement on all accounts Show less



MMR Research

• United Kingdom
• Market Research
• 300 - 400 Employee

• Research Director

  • Jun 2015 - Dec 2015

  At MMR I worked with an array of Global FMCG clients including Bacardi, Anheuser Busch-InBev, PepsiCo and Britvic, on a range of qualitative and quantitative projects. Methodologies included concept, pack and product testing, developer groups, online research, shopper research and U&A studies. My team were directly instrumental in some of the most successful product launches of the last decade – Stella Artois Cidre, Sensations Nuts and Philadelphia Chocolate Spread.

• Associate Director

  • Dec 2012 - Jun 2015