Skill set (17)
Tim in a few words
I am a customer insight and CX strategy specialist with extensive cross-sector experience within agencies, consultancies, and client side.
My skills and attributes include:
• A published thought-leader on CX and the role of trust in customer behaviour
• Developing and deploying segmented customer management and CX strategies
• An insight-led approach to proposition development, acquisition, advocacy and loyalty
• Passionate about the practical application of the latest thinking from Behavioural Economics, Neuromarketing and behavioural science
• Qualified in the use of Interpretative Phenomenological Analysis as a primary qual research technique
• Developing effective proactive and reactive retention strategies
• Balancing commercial and customer objectives
• Skilled in customer and internal stakeholder in-depth interviews and workshops
• Navigating complex organisations and ‘matrix management’
• A willingness to get my hands dirty – whilst not forgetting the big picture
• Knowing how and where to use customer insight and CRM techniques to inform key business decisions
I’m pragmatic and view things from a genuinely new angle.
Experience
- FourForty The Customer Expectation Agency®Planning DirectorJanuary 2021 - Today (3 years and 11 months)United KingdomSolving customer behaviour challenges
- DRAW GROUPPlanning DirectorJanuary 2015 - January 2021 (6 years)London, UK
- SilurumDirectorMay 2014 - January 2021 (6 years and 8 months)
Recommendations
Education
- Bachelor of ArtsUniversity of York1985Bachelor of Arts (BA), History