Clare Harbridge

Customer Experience Planning Manager (secondment)

Location
Swindon, United Kingdom
Industry
Banking

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Clare Harbridge's Overview

Current
  • Customer Experience Planning Manager (secondment) at Nationwide Building Society
  • Customer Experience Insight Analyst at Nationwide Building Society
  • Group Insight Consultant at Friends Life Group
Past
  • Senior Customer Insight Executive at Friends Life group
  • Proposition Executive at AXA Bristol
  • Marketing Assistant at AXA Bristol
  • Junior Account Executive at EMO Swindon
Education
  • De Montfort University Business School
  • De Montfort University Business School
Connections

185 connections

Clare Harbridge's Experience

Customer Experience Planning Manager (secondment)

Nationwide Building Society

Privately Held; 10,001+ employees; Financial Services industry

September 2014Present (1 month)

Responsible for organising internal expos to promote and educate Nationwide on the work being undertaken by Group Customer Experience
Manage 2014 communications plan

Customer Experience Insight Analyst

Nationwide Building Society

Privately Held; 10,001+ employees; Financial Services industry

November 2013Present (11 months)

Responsible for analysing internal data and research which Nationwide hold relating to specific customer journeys
Hypothese on customers behaviours to shape primary research (qualitative and quantitative)
Mapping customer journeys for journey reviews
Undertake voice of the process analysis, making recommendations for additional MI to be recorded

Group Insight Consultant

Friends Life Group

Privately Held; 1001-5000 employees; Financial Services industry

February 2013Present (1 year 8 months)

Senior Customer Insight Executive

Friends Life group

Privately Held; 1001-5000 employees; Financial Services industry

February 2008February 2013 (5 years 1 month)

Develop and manage research and insight plans for the Protection business unit

Manage research budget

Responsible for setting up adviser panels in-house, ensuring relationships are developed with financial advisers resulting in savings

Responsible for designing and managing research solutions where both time and budget is limited

Manage the analysis of all voice of customer within the Protection business unit

Manage IVR satisfaction surveys within Customer Service

Work across operating companies and business units to share best practice and ensure value for money from research

Responsible for visiting adviser offices to collect feedback on how AXA can improve customer experience delivered to both advisers and end customers

Proposition Executive

AXA Bristol

April 2006February 2008 (1 year 11 months)

Responsible for understanding the needs and issues of our sales force in order to produce compelling sales material for IFA and tied partners
Responsible for understanding our competitors and their strategies for product/service developments
Ensure customer service stakeholders are involved in any propositional development/sales promotion and record their feedback
Liaise with Customer Service Director to develop external messages regarding Service Level Agreements
Responsible for identifying messages to be communicated externally through the media
Brief press office on response to messages within the media

Marketing Assistant

AXA Bristol

April 2004April 2006 (2 years 1 month)

Managing relationships and influencing behaviours of Best Advice providers such as Defaqto
Responsible for monitoring and analysing the life protection market, mortgage market and competitor activity in order to produce market update reports
Organising for cross-functional teams (in particular sales and partnership development) to provide feedback on products for future development.
Understanding competitor products and benchmarking them against AXA's to identify gaps and make recommendations to close gaps in terms of product development, literature and service/process changes
Assist in the development of product specifications, technical outputs including policy conditions and technical guides

Junior Account Executive

EMO Swindon

July 2002March 2004 (1 year 9 months)

Accountable for advertisements created for 154 BMW dealerships placed in both national and regional publications
Involved in various online projects including development of banners, competitions and data capture activity
Responsible for collecting and collating dealer feedback from tactical campaigns and car launches
Attend and participate in client meetings and provide support for proposals, presentations and relevant documents

Clare Harbridge's Skills & Expertise

  1. Customer Insight
  2. Financial Services
  3. Relationship Management
  4. Segmentation

Clare Harbridge's Education

De Montfort University Business School

BA (Hons) 2:2, Business Administration

De Montfort University Business School

HND, Business and Finance

Contact Clare for:

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  • job inquiries
  • expertise requests
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