David Thomas
Director, Customer Decisioning @Merkle Emea
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WORK HISTORY
Director, Customer Decisioning @Merkle Emea
Edinburgh, GB
EDUCATION
Edinburgh Napier University
Master of Science (MSc), Applied Statistics
The University of Edinburgh
Bachelor of Science (BSc), Mathematics
SKILLS
ABOUT DAVID THOMAS
Experienced next best action (NBA) decisioning, CRM & customer insight professional, with a passion for delivering customer centric projects and commercially profitable activities using data, technology, analytics & insight. A keen believer in collaborating with people, whether that’s coaching & developing individuals, working with colleagues from across our business, or actively engaging with marketing, product & data client teams to deliver exceptional customer experiences. Always looking for ways to add value and contribute to the wider data & marketing communities, including judging industry award categories, authoring blog articles, or working with our marketing team to organise industry networking events.Specific skills & experiences include:• Client team engagement, business analysis, capturing of requirements and translation into technical design considerations. • Customer journey mapping covering outbound channels and inbound touchpoints. • Delivering customer NBA decisioning solutions (Pega & CSG Xponent) and automated CRM campaign programmes (Salesforce & Unica).• Applying analytics, data science / statistical modelling to improve customer engagement and increase ROI. • Designing & creating business intelligence dashboards and automated reporting frameworks to generate actionable insight, measure A/B tests and drive continuous improvement.
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