Rob Jackson

Strategic and commercial insight leader with over 15 years transforming qualitative and quantitative data into compelling insight-driven narratives which drive customer-centric culture across complex organisations. My expertise lies in synthesising data to help strategic decision-makers better understand customer expectations and experiences. Skilled at gathering actionable insights, enabling businesses to differentiate from the competition, thereby facilitating strong, sustainable and profitable client and customer relationships that drive retention and growth.

a strategic customer insights leader with 15+ years transforming data into actionable intelligence that drives retention and growth in complex B2B organizations.

Core Expertise

• Voice of the Customer programmes: Built a global insights function from scratch, personally interviewing 500+ senior executives
• Customer satisfaction & retention: Increased C-SAT scores from 7.5 to 8.5, improved NPS to 8.5, and enhanced retention across priority accounts
• Research methodologies: Expert in both qualitative (in-depth interviews, focus groups) and quantitative approaches (NPS, C-SAT, CES surveys across 20 markets)
• Customer journey mapping: Identified and resolved pain points in service delivery and onboarding processes
• Data analysis & visualization: Power BI dashboards, AI-enhanced analysis reducing processing time by 75%

• Geography and Cities BA (Hons) | 2004 | Durham University
• Advanced Certificate in Market and Social Research | 2016 | MRS/BPP