Lawrence Telfer
Customer Research & Insights Manager @Bernicia Group
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WORK HISTORY
Customer Research & Insights Manager @Bernicia Group
Ashington, GB
It\'s a role focused on driving meaningful change by deeply understanding the needs, behaviours, and perceptions of our customers. I lead the development and delivery of our research and insights programme—using a blend of qualitative and quantitative methods to surface actionable insights that influence strategic decisions and improve the customer journey. From satisfaction measurement and TSM compliance to persona development and visual storytelling, my work ensures the voice of the tenant is not just heard, but embedded into the heart of decision-making.This role puts me at the centre of customer journey mapping, cross-functional collaboration, and continuous improvement programmes that genuinely move the dial. I partner across the business to close insight gaps, uncover root causes, and translate data into change—helping Bernicia stay responsive, compliant, and tenant-led.
EDUCATION
University of Sunderland
Business Computing, Business Computing
ABOUT LAWRENCE TELFER
I\'m a goal-oriented professional with extensive experience in customer experience (CX) data and analytics. I\'ve built a strong cross-functional network and led diverse teams to achieve strategic objectives.My expertise lies in using data-driven insights to inform business decisions, enhance customer satisfaction, and drive revenue growth. Recently, I\'ve been focused on developing and implementing CX strategies that align with commercial imperatives and market trends. I\'m passionate about leveraging my skills to help organizations make informed, customer-centric decisions.As a Team Leader I take individuals with diverse skills and motivate them against common sets of strategic objectives, using mentoring and coaching techniques. I understand and demonstrate the balance between individual wellbeing and organisational requirements.As an Organisational Leader I use commercial imperatives, market direction, external best practice, customer feedback and organisational realities to inform and drive organisational change.As a Business Consultant I use my commercial experience, tools and available information to clearly articulate my point of view. Aiming to educate, negotiate, influence and direct my partners in making optimal customer and business decisions. As an Analyst I take large volumes of data, identify trends and build intricate statistical models, distilling each into actionable insight. Using this to leverage business benefit using tools such as AI, Q Analytics and MS Excel. I don’t believe in analysis for the sake of it, there needs to be tangible organisational benefit.I\'ve shared my experience as an expert speaker at a number of conferences over the years, including:* Telco Big Data, London* CEM in Telecoms, London* CEM Utilities, London* Management World, Nice
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