Thomas Hayes

Experience

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  Co-op Insurance

  Sept 2011 - Feb 2013

  Customer Claims Handler

  Main aspect of the role was to be involved in managing a claim for mortgage and home customers. Helped developed an understanding of customer service environments as well as first hand appreciation and in-depth knowledge of customer experience. Also managed a key feedback mechanism for VOB within the department to help improve the customer experience, a task beyond the role's responsibilities.

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  The Co-operative Bank plc

  Apr 2013 - Feb 2017

  Acting as the banks customer conscience on major projects (focusing on digital transformation) across the bank, this role has been a huge building block for my career and my development. My main responsibility as a research specialist is to use / conduct various insight sources (surveys, focus groups, journey mapping, UX research, external research etc) and my own expert knowledge to act in advisory position to an array of different stakeholders bank wide of the impact to customer experience, recommend potential solutions, as well as to inform and guide changes that may have a customer impact. The role also involved the introduction and maintenance of customer feedback mechanisms across the whole of the bank and the relaying this insight into actionable and informative data to achieve the customer experience vision. Show less

  • Senior Research Specialist

    Jun 2014 - Feb 2017

  • Performance Improvement and Governance Analyst - Customer Experience

    Apr 2013 - Jun 2014
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  The Co-op

  Mar 2017 - May 2017

  Customer Insight / Experience Analyst (short term contract)

  3 month contract as a Customer Insight Analyst for the customer Insight team at the Co-op Insurance.

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  Ao.com

  May 2017 - Jul 2018

  User Research Manager

  Managing a team to gather and relay actionable insight from UX and other research to all areas of the business. Specialising in qualitative methods, the role involves servicing all areas of the business in a busy and innovative working environment that is focused on customer experience and as well as commercial outcomes. This is done using a large range of different methodologies and technologies (focus groups, card sorting, tree testing, qualitative comparative usability testing, diary studies, eye tracking) tailored to meet the needs and objectives of the business. Show less

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  UserZoom

  Aug 2018 - Feb 2023

  Leading the EMEA User Research Partners in order to deliver expert consultancy and change to a range of diverse organisations of varying maturity levels.Managing a team of user research consultants with a particular focus on development and growth whilst delivering a high level service and expertise to leading organisations.Aiding key strategic customers to mature their UX research practices in order to deliver high quality insights and ultimately aid organisations make better decisions.Created and established UserZooms UX research Maturity Model used in helping organisations improve their practices adopted globally.Delivering user research thought leadership and expertise through change programs, articles, webinars and conference speeches including the recent User Research London 2022Highest usage and adoption figures for organisations using UserZooms platform for their user research needs. Show less

  • Director EMEA, UX Research Partner

    Mar 2021 - Feb 2023

  • Lead UX Research Partner

    Mar 2020 - Mar 2021

  • UX Researcher / UX Research Partner

    Aug 2018 - Mar 2020
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  UserTesting

  Feb 2023 - now

  We believe that by helping our customers put the user at the centre of their decision making they will create better experiences and products, therefore creating more successful businesses. Whilst using our product is easy, achieving the change that is required to make this happen is not, which is where my team comes in.My role focuses on leading our consulting service side of the professional services arm of the merged UserZoom and UserTesting customer portfolio globally.This involves leading a large team of user research consultants that ultimately help organisations all over the world to operationalise the adoption of research and their insights. I ensure that we create a sustainable and profitable business model that delivers high value to both our customers and our business. We are focused on helping our customers drive change locally within their business units, as well at an organisational level, so that everyone who uses the UserTesting products and our services are more successful and impactful in their roles.This has helped me develop a proven track record in managing financial performance, including margins, utilisation rates, and sustainable practices, while optimising resources to drive profitability and scalability. I've a strong ability to build and maintain high-level client relationships, act as a trusted advisor, and align service offerings with business development goals. My role requires expertise in driving measurable outcomes for clients, managing risk, and scaling operations to support long-term growth.Consulting services is responsible and accountable for our customers;- Onboarding and Implementation of UT- Influencing and Guiding Research Strategy- Experience Metrics and Benchmarking programs- Operationalising of User Research- Enablement and Skills building- Establishing and reworking of processes to embed research- Outcome to create real change Show less

  • Senior Director, Research Consulting Services

    Aug 2023 - now

  • Director, Research Consulting Services

    Feb 2023 - Aug 2023