• Leadership & Capability Development: Lead and mentor a team of analysts, fostering a high-performance “learn and succeed” culture that builds analytical capability and encourages innovation. Manage priorities, workloads, and delivery to ensure the consistent production of high-quality, actionable insights aligned with organisational objectives.
• Customer Insight & Data Strategy: Translate complex operational, behavioural, and customer data into strategic insights that inform organisational decision-making and drive improvements in customer experience, service delivery, and operational performance.
• Customer Segmentation & Personalisation: Led the operationalisation of behavioural customer segmentation across communications and customer strategy, ensuring engagement approaches were aligned to customer needs and delivered personalised experiences. This contributed to a 4-point year-on-year increase in Net Promoter Score (NPS) and a 9% reduction in failure demand, improving customer satisfaction while increasing operational efficiency.
• Customer Advocacy Model & Insight Framework: Developed a customer advocacy model combining Net Promoter Score (NPS), call data, and sentiment analysis to create a unified Voice of Customer capability. The framework streamlined insight delivery to the business, enabling prioritised, evidence-led recommendations that improved operational efficiency and directly informed strategic planning and service improvement initiatives.
•  Analytics Platform & Data Governance Leadership: Spearheaded the migration of analytical workflows from Alteryx to Dataiku, establishing governance frameworks, validation processes, and reproducible pipelines that improved transparency, quality assurance, and cross-team accountability.
• Advanced Analytics & Insight Generation: Lead the development of advanced analytics using SQL, Python, and R to uncover behavioural patterns, identify service improvement opportunities, and generate insight-driven recommendations that influence strategic initiatives.
• Research & Evidence Integration: Collaborate with external research and insight partners including Human8, ICS, CACI, and Kantar to synthesise qualitative and quantitative research. Integrate findings into internal analysis to strengthen the organisational evidence base and inform customer and service strategies.
• Senior Stakeholder Engagement: Present complex analytical findings and strategic recommendations to senior stakeholders, including boards and trustees, translating technical insights into clear narratives that support evidence-based decision making.
• Business Intelligence & Insight Accessibility: Develop executive-level dashboards using Microsoft Power BI and Adobe Analytics to democratise access to customer insight and enable data-driven decision-making across both technical and non-technical teams.
• Innovation & Continuous Improvement: Introduced new analytical tools, platforms, and methodologies to enhance the speed, quality, and reproducibility of insights. Apply behavioural science and data-driven frameworks to optimise customer engagement, service delivery, and operational processes.
• Regulatory & Ethical Insight Application: Leverage customer and operational data to support compliance with regulatory frameworks, ensuring insights inform ethically grounded, customer-centric decisions that balance organisational priorities with customer outcomes.
• Impact Measurement & Value Realisation: Translate insight and research into measurable strategic outcomes, linking customer intelligence to improvements in customer experience, engagement, retention, and operational efficiency.

• Conducted quality analysis across operational processes to ensure service delivery met internal and regulatory standards.
• Identified trends and improvement opportunities to strengthen operational consistency and customer outcomes.
• Supported reporting and stakeholder engagement to drive continuous improvement initiatives.

• Delivered high-quality customer service across complex retirement products, ensuring regulatory compliance and strong customer outcomes.
• Acted as a point of contact for operational issues and supported onboarding and upskilling of new team members.
• Built strong stakeholder relationships and contributed to service improvement initiatives.

• Led sales teams through organisational transformation during an ownership change, supporting improvements in customer satisfaction and operational performance.
• Consistently exceeded KPI targets, achieving average customer satisfaction scores of 94 percent.
• Built customer frameworks to strengthen service delivery and support commercial objectives.
• Trained junior team members to enhance capability, performance, and consistency across the team.
• Supported commercial growth through effective relationship management and negotiation.
• Drove sales operations with a focus on performance improvement, customer experience, and business continuity during change.

• Managed commercial insurance portfolios, delivering tailored solutions aligned to client requirements.
• Built long-term client relationships to support retention and ongoing account development.
• Conducted risk assessments to identify coverage needs and inform appropriate insurance recommendations.
• Supported business growth through consultative selling across commercial insurance accounts.
• Advised clients on insurance solutions, providing consultative guidance to address risk and coverage considerations.
• Delivered account handling support across commercial portfolios while maintaining a professional, client-focused service approach.

CII - Completed IF1 exam 

CIM level 6