UK Home Office

Head Of Communications

Head of Communications Strategy

Insight Manager, Strategic Communications

Leatherhead Trinity School

Chair of Governors

Transport for London

Working in a number of different roles within the Insight team and other teams over ten years at TfL, I have extensive experience developing and managing teams, individuals and a wide range of insight programmes, including the creation, review, budgeting and retender of large-scale projects which deliver scorecard measures across the organisation.

I was responsible for a variety of research projects, primarily for the Rail and Underground business unit at Transport for London, and ensured that customer insights enabled development of customer strategy and service, allowing the organisation to monitor the successful implementation of these developments.  

I also delivered insights from linking continuous projects with ad hoc work and secondary data, maximising the return on investment that the business obtains from its large suite of continuous customer insight programmes.

Research & Insight Implementation Manager

I managed several of the Mystery Customer research programmes for Transport for London across the Rail & Underground modes of transport.  I was responsible for linking insights from these large continuous projects together with insights from ad hoc studies to ensure that they inform the organisation about customers' needs and experiences and continue to help TfL develop its customer service proposition.

Performance Research Implementation Manager

I was responsible for managing one of the largest programmes of mystery customer research in the UK, providing targeted operational performance feedback to London Underground.  

I was also the designated expert in the Customer & Stakeholder Insight team for Customer Information and Personal Security, meaning I took responsibility for developing London Underground’s understanding of customer priorities and new developments in relation to these areas.

Planner, Customer & Stakeholder Insight

BMRB

During my career at BMRB, I gained experience of a variety of methodologies and specialisms, including quantitative, qualitative and semi-structured interviewing, continuous and ad hoc projects, across a range of industry sectors including Financial Services, Travel & Transport, Leisure & Hospitality, Public Sector and FMCG.

Research Executive / Senior RE / Associate Director

Specialties: 

Strategic communications
Customer strategy
Insight, Marketing & behaviour change
Media and public relations
Stakeholder management and engagement 
Reputation and Customer Journey Mapping 
Employee Engagement & stakeholder research

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