Richard Turner

Head of Customer Insight and Experience @HM Land Registry

Telford, GB

Successful development of a team of 10 customer and market insight professionals to deliver highly actionable evidence-based recommendations to support strategic and operational decision making. This has been achieved through a mix of successful recruitment, effective development and coaching, to develop an in-house consultancy- Creation, synthesis and communication of insights to multiple stakeholders through findings of primary and secondary research, from both in-house and agency, utilising multiple formats for maximum influence. Using both internal and external best practice to story tell and deliver insight with impact. Developing segmentation to understand and explain diverse customer needs- Delivery of measurement, reporting and detailed analysis of the primary organisational KPIs including the development and delivery of key driver analysis. Attendance at senior executive committee, to review KPI performance and ensure understand of what truly drives improved customer satisfaction and trust, such as reducing customer effort- Ensure alignment of customer and market insight output to strategy and business plan to support delivery of short, medium and long-term organisational objectives. Close partnership with Strategic Planning to support delivery and adoption of future trends and horizon scanning capability- Collaborative development of new services and propositions based on insight and research. Achieved by partnering with key departments and stakeholders to enable HMLR to achieve strategic goals and deliver on diverse customer needs- Budget and tendering responsibility for external agencies including quantitative and qualitative research in excess of £200k per annum.

University of Plymouth

Rural Resource Management and Business Management