Georgina Clements

Customer Experience Insight Manager @Volkswagen Financial Services (UK)

Milton Keynes, GB

I lead market research, customer insight, and competitor analysis to deliver actionable intelligence that drives exceptional customer experiences and supports Consumer Duty. I design and manage quantitative and qualitative research, from surveys and live product testing to nationally representative studies, ensuring insights inform product and service development, remove customer friction, and evidence positive customer outcomes.I manage an engaged customer panel and work closely with stakeholders to turn research into meaningful action across the business. I oversee customer feedback mechanisms and develop dashboards and analytics tools to help teams understand customer behaviour, sentiment, and emerging trends. I also monitor competitor activity, ensuring the business can respond quickly and strategically.My focus is on championing the voice of the customer and translating insights into real-world improvements that make a difference every day.