Emma Rudge

Experience

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  Lady Luck Rules OK

  Jan 2009 - Aug 2009

  Studio Assistant

  Writing copy, both item descriptions for the website and blog posts, photographing products for online, organising and packaging orders. Designing, creating and hosting stalls for events such as V&A Village fete, Field Day and the Pop up Tea Shoppe at Bust magazine’s Craftacular.

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  Dalston Superstore

  Apr 2009 - Oct 2013

  Bar Manager

  Part of the first team at legendary LGBTQ+ bar and club Dalston Superstore. Managing front of house, stock control, mixing cocktails, waitress and barista.

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  Stuart Semple Industries

  Apr 2011 - Sept 2011

  Studio Assistant

  Updating social networking, answering email and phone enquiries, writing copy, assisting at exhibitions, cataloguing artworks, searching for props and organising materials for shoots, general housekeeping of the studio.

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  Alex Noble

  Jul 2013 - Aug 2013

  Studio Assistant

  Worked on creating and installing work for Alex’s first solo show Creatures from the Kaleidoscope both at his studio and the Londonnewcastle Project Space.

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  Waterside contemporary

  Aug 2014 - Dec 2014

  Gallery Assistant

  • Administration - CRM & social media content.• Gallery Technician & Artist Liaison - working with Oreet Ashery on 2014 'Animal with a Language'

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  ArtHole

  Nov 2014 - Jun 2016

  Visual Designer and Curator

  ArtHole was a community art project that hosted regular exhibitions and events for over a year. In November 2015 we partnered with Fringe! Queer Film and Arts Fest to curate the group exhibition titled 'Queer: Post-Sexual - The box re-imagined'.Initially my focus was on branding but I worked closely with founder Morris Monroe on every aspect of the events, from liaising with the artists, marketing to curation and installation of the work.Exhibitions featured local and international queer artists: Patrick Church, Darren Black, BJ Broekhuizen, Morris Monroe, Aphrodite Papadatou, Stephen Morallee and myself. Show less

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  Uber

  Feb 2015 - Jun 2020

  Partner Support Team Manager for the Royal Docks support centre. UK and Ireland Lead for c360, a global project using JIRA to collect driver/courier experience feedback and improve escalation resolution. Owned the process and adoption for in-person support as part of a cross-functional team.• Lead for new courier incentives - developed dashboards to forecast spend and track performance for the referral scheme.• Moderated roundtables with support agents and couriers, observed on-boarding sessions and created surveys to gain qualitative data on the UX for on-boarding and the background check application. Recommendations were presented to Sterling, the background check provider.• Redesigned the external communications to reduce support inbounds and introduced vital safety content.• Restructured the onboarding support logic to route more inbounds through the outsourced support centres, reducing by 50% the interactions handled in house and therefore the cost per interaction.• Produced an instructional video that has had over ~29,000 views. Developing the script, the animation and recording the voiceover, to guide couriers through the signup process.• Copywriting for WordPress blog posts and external communications on food hygiene, new-app features and COVID procedures.• Partnered with Cycling UK to create a series of instructional videos and written guides on road safety for cyclists. Show less Partner Support Team Manager for the Royal Docks support centre. UK and Ireland Lead for c360, a global project using JIRA to collect driver/courier experience feedback and improve escalation resolution. Owned the process and adoption for in-person support as part of a cross-functional team.• Synthesised data into reports to be shared with stakeholders to inform policy changes and product updates, to improve the driver satisfaction and to plan training for the agents.• Reduced time to resolution by two weeks across the UK by creating a team of tenured support agents to audit the submissions - answering those they could and further escalating any that needed input from stakeholders.• First manager in EMEA to test cross-training courier and driver support agents, leading to an increase in agent utilisation, courier support agent NPS and courier satisfaction.• Six month assignment with courier operations building a team of remote onboarding representatives; defined the team's KPIs and metrics, the end to end service, managed the team and tested the concept across the UK and Ireland. Show less

  • Uber Eats Courier Operations

    Apr 2019 - Jun 2020

  • Community Operations Manager

    Jan 2017 - Apr 2019

  • Partner Support Lead

    Feb 2015 - Jan 2017
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  Freelance, self-employed

  May 2019 - Mar 2021

  Freelance Designer

  User experience designer specialising in research and strategy including user research, service design, content design and brand identity. www.emmarudge.com• Website and marketing materials design for Offshore Construction Associates.• Brand identity for i dont hair, a creative hair studio in East London• Logo design for Koto Concept Eyewear

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  The Prince's Trust

  Nov 2020 - Jan 2021

  User Experience Designer

  Part of the team working on Get Hired - an innovative recruitment initiative. Collaborating with stakeholders to increase conversion, identifying operational improvements through the collation of a service design blueprint. Solving usability issues and updating the content strategy for the Get Hired website.

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  ImpactSense

  Jan 2021 - Nov 2021

  Research Consultant

  Applying rigorous mixed research methodologies to diverse subjects; such as brand, market, customer segmentation, customer experience, and product design. Research Planning & Proposals, Research Interviews, Client Workshops, Data Analysis and Synthesis, Client Debriefs. Delivering Customer Segmentation and Archetypes, Customer Journey Maps, Insight Decks, and ExCel Dashboards.Content creator; writing articles and designing imagery for the ImpactSense blog and social media.

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  Sainsbury's

  Dec 2021 - now

  Customer Insights Executive

  Customer Insights Executive working in the Customer Closeness Team delivering weekly and periodic customer mindset reporting, and partnering with internal stakeholders, and with external research agencies to deliver insights and content that centre customer experiences and embed customers into every-day decision making.Lead on the Customer Closeness Podcast; exploring a new format to share insight and customer stories. In each episode, we hear directly from customers on a variety of topics, as well as existing insight and the behavioural sciene behind the customer behaviours. Show less