Paul helps businesses maximise sustainable value from their customer insight. This includes growing their bottom line, improving customer retention and demonstrating to their regulator that they treat customers fairly. He has over 12 years experience of creating & improving customer insight teams and 25 years experience of deriving value from data & analytics.
Former Head of Customer Insights for both Lloyds Banking Group Insurance and Scottish Widows, he has led teams to add £10m incremental profit per annum through improvements to customer acquisition, experience & retention. He now enables businesses to maximise the value they can drive, from using data, analytics & research, to intelligently interact with their customers. This also means ensuring customer insight teams, especially their leaders, have the knowledge and skills they need to sustain this improvement.
Paul works with customer insight & marketing leaders, to help them maximise the value created by their teams. He also provides qualified executive coaching to ensure leaders can then sustain this delivery themselves.
Paul is in demand as a regular speaker and blogger on Customer Insight and Behavioural Economics, including training & writing for both the Chartered Institute of Insurers and the Institute of Direct & Digital Marketing.