Lisa Garthside CCXP

Experience

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  Bulmershe Research

  Jul 1990 - Oct 1993

  Research Executive

  I was responsible for running quantitative surveys, particularly customer satisfaction, ad hoc telephone research and mystery shopping. I was also involved in qualitative research conducting depth interviews and qualitative analysis. Clients were mostly automotive.

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  Eagle Star

  Oct 1993 - Apr 1996

  Senior Marketing Assistant

  Based within the Commercial Division and reporting to the Research Manager, I managed B2B projects for internal clients, primarily directors and senior management. This included both ad hoc and tracking research as well as analysing industry statistics and market trend data. It also included liaising with the senior management team to understand their needs. In addition, I initiated dialogue with researchers in other parts of the business and we set up quarterly meetings to share projects and ideas. Show less

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  BDRC

  Apr 1996 - Jul 2001

  Associate Director

  I joined BDRC as a Senior Research Executive and quickly progressed to managing projects from proposal through to presentation. I worked with a range of clients running up to 10 projects at any one time, with a team of researchers, including two customer tracking satisfaction surveys. One of these covered the direct motor and home insurance sector amongst consumers, the other dental insurance amongst both consumers and dentists. I managed both tracking studies over a number of years including set up, quarterly presentation to board level, and a periodic benchmark study. In addition I successfully managed numbers of projects from qualitative through quantitative stage and into client feedback. These projects were both UK and international and included multiple project management, presentations, moderation, analysis and interpretation as well as team management. I conducted both groups and depths, am equally comfortable conducting groups with teenagers through to depths with Technology Directors and Finance Directors of Top 100 companies. Show less

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  TGA

  Jul 2001 - Jan 2006

  Director

  I founded TGA with Phil Todd in July 2001. Following a slow start after 9/11, TGA was developing into a successful agency. My responsibilities covered all the financial and project profitability as well as business development, covering marketing materials, cold calling, pitch meetings and taking a stand at the Insight Show. I also spoke at the BIG conference. TGA focused on NPD, pricing and web design evaluation. As well as working for blue chip financial and technology companies, we completed projects on areas as diverse as carpet tiles and publishing, through to working with a start up on the development of a mobile phone application. Show less

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  Harris Interactive

  Oct 2006 - Mar 2011

  Senior Research Manager

  Working part time in TMT (Technology, Media and Telecoms) I was responsible for large tracking studies, the first a multi language website satisfaction pop up survey, the second a syndicated mobile business market sizing study. My responsibilities covered the project management, analysis and reporting and client liaison. Other, ad hoc, studies included day long workshops, depths, groups (in person and online), online, telephone, hall test style product testing.

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  ORC International

  Aug 2011 - Aug 2014

  Research Director

  Responsible for consumer research, with a specific focus on customer experience and loyalty as well as product development. Lead on a Key Account in the Hospitality sector and Project Director on a number of other accounts.

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  Confirmit

  Sept 2014 - Aug 2018

  Confirmit provides solutions that help businesses gather feedback from customers and employees, analyze the results, and take action to improve business processes. As part of the Voice of the Customer (VoC) team I work with our customers to help them define and design their VoC programme, embed it in the business and ensure action is taken as a result of the feedback given by customers. We are passionate about using VoC to help our customers grow profitably, increase their customer loyalty and enhance their reputation. Show less

  • Senior Director, Customer Experience Management

    Jul 2017 - Aug 2018

  • Director, Customer Experience Management

    Sept 2014 - Jun 2017
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  M&G Prudential

  Sept 2018 - Nov 2019

  Customer Experience Manager

  Engaged to re-design Prudentials voice of the customer programme and to ensure the customer voice is heard in the business. This has included:1. 1. VoC redesign across the B2C and advisor customer base. 2. Heavily involved in selection of the new supplier 3. Supporting business in the design of the new programme including - Identifying the customer- Identifying the touchpoint (relationship, journey, contact centre) - Designing the survey programme and dashboards 4. Defining the wider customer insight strategy and supporting the business and my team in putting the customer at the centre of Prudential’s new business strategy. 5. Encouraging disparate parts of the business to listen to customers and focus on their needs when designing new strategy. 6. Budget management and contractual negotiation. Show less

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  Medallia

  Dec 2019 - now

  Director, Professional Services