Katherine is an analytical and customer centric consultant specialising in scoping and implementing go to market, customer experience, loyalty and service design programmes.
Expertise includes: Branding and market positioning, loyalty and churn reduction, big data analysis, social media, user experience design,
‘through the line’ engagement strategy, lifecycle communications, user journey mapping, strategic innovation, responsive web design, mobile apps, content marketing, change management and cultural transformation, eCommerce optimisation and trend forecasting
Previous clients have included TalkTalk, Vodafone, HSBC, COOP, Canon and Ministry of Sound (MVNO)
Whilst at TalkTalk, Katherine:
-Brought to market HomeSafe, TalkTalk’s champion security product
-Headed the AOL and TT Webmail product development and migration programme
-Headed the My Account engagement programme, one of TalkTalk’s 10 business KPIs. Including rebranding and user journey optimisation, product development and implementing training and awareness schemes across UK customer base and employees in UK, India and Philippines (across online, onsite, IVR, CS, eCRM, DM and social media).
Other appointments have included:
-Experience Planner at Friday (Engagement and Service Design Agency): Developing digital service design, international social media and product innovation strategy for HSBC, COOP, Vodafone, Canon and Deliverance
-Marketing lead at Gamesys, Jackpotjoy (Gaming and software company): Managing customer loyalty and lifecycle engagement and synchronising JPJ’s largest rebrand and media spend campaign across online and print
-PR and Marketing at Red Box Consulting (acquired by Analysys Mason) ; Branding and market entry, product development and affiliate development across products division and consulting for Ministry of Sound MVNO proposition