Description
SUMMARY I am a customer insight leader with fifteen years of postgraduate experience, having worked in supplyside market research and clientside customer research. Whilst working clientside, I have also managed projects across customer communications, customer strategy, product management and operations which have enhanced my understanding of how research and insight is used inside organisations. I have championed the consumer in large, medium and small companies, and I have influenced a wide range of stakeholders (including CEOs and Board members). I am an expert in financial services and I am keen to broaden my knowledge of other industries. I am a British citizen (with a Greencard) and I have recently relocated to Los Angeles. PRINCIPAL ACHIEVEMENTS * Created a voice of the customer programme for Metro Bank which led to the implementation of several initiatives which improved customer service, including the launch of a cell phone app. * Re-wrote and re-designed Metro Bank's terms and conditions for personal customers to make them shorter and easier to understand. * Launched ESCROW accounts for Metro Bank. * Improved the quality of Metro Bank's customer statements by re-designing the layout and changing the production method (better quality paper and clearer printing). * Led an extensive programme of customer research to develop new brand positioning and advertising campaigns for Lloyds Bank and Halifax Bank prior to the launch of TSB (~�30m advertising budget across TV, outdoor, press and digital media). * Reduced the annual cost of the Lloyds Banking Group brand and advertising customer tracking survey by 30% (�150k) without compromising the quality or quantity of the insight. * Delivered a sales lead to the Lloyds TSB branch network by commissioning the development of a propensity model which identifies secondary bank account customers highly likely to have their main bank account with a competitor. * Worked with Lloyds Banking Group's Economics team to set up a monthly emerging economic trends report for the Group board and the Chancellor of the Exchequer. * Led a multi-stage customer research programme to support the development of a new bank account for the Halifax brand: ensuring that the product appealed to a wide audidence, and the overdraft pricing and product features adhered to new legislation. * Set up and taught yoga classes to my co-workers at Lloyds Banking Group and Metro Bank (I am a qualified instructor). The classes raised �3,000 for charity.
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