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Previous projects

I’ve always been committed to helping my clients reach their goals. Every project is important to me, and it’s my pleasure to share some of my most impactful projects below. To discuss potential projects, get in touch today.

Harnessing AI to replace voice contact with digital contact for operational efficiency and better CX

Strategic Analytics & AI Consultant - British Gas

  • Improvement of the virtual assistant on the British Gas website to increase response time, this led to a 20% increase in touchpoint NPS in the 3 months post-implementation

  • Creation of customer segmentation based on customer contact behaviour and a corresponding product strategy/roadmap to reduce voice contact and drive digital contact and engagement


Setting up analytics capabilities for an e-commerce subscription brand

Lead Analytics Consultant - Avast 

  • Using data to help senior leadership achieve strategic goals and address key priorities

  • Creation and execution of a test and learn culture enabling teams to run A/B tests on unsubscribe journeys which increased  customer LTV and renewal rate by 12%


Proposition suitability review for leading UK Telecoms provider

Strategic Insights Manager - EE

  • Increased customer satisfaction (+8%) over 3 months by improving customer/proposition fit

  • Identified an opportunity to diversify the business' proposition portfolio as internal and external analysis showed incompatibility with target customer segments


Refining the current account strategy for a UK high street bank

Strategy Lead - TSB Bank

  • Optimised student account strategy which increased profitability by 15% and strengthened product's unique selling point

  • Reduced the costs of a mandatory loss-making account through strategy optimisation and upgrade journey creation


Refining the web analytics strategy of a British train operating company 

Data architect - LNER

  • Improving existing data strategy and architecture by designing and re-building logical and conceptual data models 

  • Consulting with infrastructure, project and product teams to ensure consistency with the data architecture, and to identify when data architecture modifications are needed

Image by Charles Forerunner

Creation of ROI & performance measurement for content provider

Strategic Analytics Lead - eVOD

  • Creation of performance measurement framework which provided the leadership team with metrics to measure content profitability. The impact on decision making increased profitability by 25%

  • Utilising existing data to make decisions on short and long term content strategy by understanding the impact of content on key user and business metrics

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