Kate Roberts

I am a performance driven leader, passionate about social impact and creating impactful customer experiences. Whilst I specialise in social housing, my skills and expertise are transferrable to any sector where value realisation, customer journeys and effective communication apply.

Oct 23 - present - Switchee Ltd - Customer Success Director - leading a team of Customer Success Managers, designing and delivering CS strategies and playbooks to create scalable, repeatable successes that are measurable and impactful.

Jan 23- Oct 23 - Altair Consultancy Ltd - Principal Consultant - providing consultancy services relating to governance and consumer standards at C-Suite level. 

Dec 20 - Dec 22 - IFF Research - Associate Director Housing - Leading a team of researchers and Account Managers to design and deliver customer satisfaction surveys, CX research & impactful reports to housing providers across the UK, as well as producing meaningful research evidence to policy makers at government level.

Jan 2016 - Dec 2020 - Peabody Group - Research, Strategy & Policy Analyst(2016-19) & Customer Insight Manager(2019-20). Responsible for designing and developing key research projects that could drive internal and external policy. Working with a team of Customer Insight Managers and Researchers to evaluate the customer experience of 113,000 residents, analysing and reporting on findings providing guidance to the business on service improvements.

Further career history available on request

CCSM Level 5 - Success Coaching

MRS Advanced Certificate - Market Research Society

Research Methods in Psychology - Birkbeck University