Offering insight audits, strategy, CX research design and reporting, and capability building

Designed and led on the business strategy, client growth and new business development. Managed and oversaw the client services team (eight people across the Sydney and London offices) on programme delivery across all major accounts.
● Involved or led on all major insight and VoC account pitches securing and growing the top 20 accounts.
Redesigned Watermelon's brand, values, website and proposition.
● Developed commercially lucrative partnerships with Netigate, Forsta, and VCCP to develop CX frameworks, new business tools resulting in £300k -£400k of new business each year.
● Developed four CX frameworks that formed the basis for adding value to existing accounts and new business activity. Embedded behavioural science, customer segmentation, key driver analysis, conjoint and trade off techniques and insight activation into client journeys.

Led the insight arm of Watermelon, bringing together three teams of consultants with the merger of all Chime Insight companies (Watermelon, Facts International and CIE). In total 22 team members across three locations. Created a training programme to align and share skills in the combined teams to drive up quality, productivity, engagement and ensure career development.
● Led strategy, client growth, and programme delivery across major accounts

Managed and led the client services team (33 in total) which covered insight, project management and data processing. Oversaw the design and delivery of mixed-method research, programme optimisation, and insight-led communications.Led on pitching and delivering for all major accounts including RBS and winning the customer satisfaction tracking for npower

One of a three-person insight and consultancy team embedded in a PR agency focused on the insurance sector. Responsible for winning and delivering qualitative, quantitative and syndicated research programmes.

Leading on the qualitative research arm to support the quantitative team. Responsible for winning and delivering projects reaching the HNW and UHNW audiences. Led on writing thought leadership and secondary research pieces for a range of clients including Barclays Wealth.