Mathew Sutcliffe

Customer Insights Manager @Emerald Publishing

Leeds, GB

Key Achievements:• Reviewing, transforming and delivering a new customer experience and NPS journey insight programme – moving from one dimensional insight into assessing many touchpoints across the author and librarian journey – used to improve processes, tools and inform customer needs to deliver better products and services• Presenting insight findings throughout the business – this includes setting up own sessions, inviting myself to team meetings, companywide sessions, department days and at conference. Tailoring every briefing to the audience so they get the most out of the insight but not over facing the recipient• Building a new market NPS programme of research to compare to Emerald’s own score and learn what changes need to be made to increase customer recommendation – this project also includes a series of questions around how publishers can build trust with their authors• Lead for Emerald’s Voice of Customer (VoC) forum – the forum is a relaxed bi-monthly session for a small group to get together to discuss the customer. No pressure, no agenda and no pre-made slides – just discuss what we know about the customer and absorb• Developed and expanded Emerald’s online community platform to include new cohorts, this involved creating a new strategy, working cross functionally to stimulate ideas and deliver results using a choice of rooms, polls, surveys and online focus groups on a weekly basis• Emerald creates research to make a difference and publishes editorial content through thought leaders - I lead the survey aspect of this work by writing and delivering large scale surveys using internal tools and internal and external survey panels – large scale analysis is undertaken using data tables, cross tabulation and writing and presenting a summary report

Queensbury School

A - Levels, Maths, Computer Science