Tim Thirlway

Expertise

Summary

Experience

• Curiosity 2 Insight Ltd

  Director

  1 - 5 Employees 2020 - Current

  

  New venture research consultancy drawing on 20 plus years in the research industry.  A professional with strong business skills to connect a best fit research and insight solution with your goals and strategy both short to longer term.

  • Supported as C2i a marketing business (Colour Idea) with customer research 

  More broadly...

  • Contributed towards performance improvement of businesses in a lead to senior management capacity for organisations and clients across different sectors.
  • Insurance, Assistance, Travel, Automotive and others

• Collinson

  Lead: research and Insight management

  100+ Employees 2013 - 2020

  Lead research and insight contact for Insurance and Assistance requirements.  Set-up and management of business needs from brief to communication of actionable insights. 

  Contribution included a blend of quantitative and qualitative research methods:

  • Designed and launched the ‘Voice of Customer’ programme across Collinson and for strategic clients with regular liaison with ROI, Haywards Heath and Cape Town contact centres:
  • Delivers greater transparency, ease of access to performance data and the insights drive decisions along the customer journey,
  • Overall CSAT average increased +4 points in the first 12 months of introduction
  • Management of multiple projects of varied complexity at the same time for internal brands and external clients; proposal, set-up, execution and on-going management e.g. Vhi International, EDF Energy, Columbus Direct and National Express
  • Informing the customer service agenda for leading Utility client with the set-up of a customer research solution. Achievements were:

  1. Set-up of a customer satisfaction and loyalty programme including regular analysis and a reporting framework including dashboarding and KPI trends
  2. Identification of service bottlenecks which includes a revision of contact centre soft skills training

  • Market and competitive analysis to inform the growth strategy for a leading healthcare provider 
  • Shaping strategy: global market sizing and attractiveness whose aim is to inform decisions on market focus and objective setting; workshops are used to shape an action plan
  • Dental market review: analysis of UK / ROI landscape, product gap analysis 
  • Insights delivery remit to support global strategy to enter new markets for Collinson.  
  • Quantitative analysis to test propositions for HNW prospects in Kenya and Nigeria.  Insights supported decision to enter both markets for first time; significant potential for revenue growth
  • Delivered a research/insight solution to support the revision of tier pricing for the Priority Pass membership base internationally; Travel Experiences revenue increased 12% within next 18 months 

• Europ Assistance

  Marketing Intelligence Services Manager

  100+ Employees 2011 - 2013

  Managed all aspects of research and intelligence needs across the business.

  Contribution included:

  • Delivered market understanding and opportunity identification across multiple insurance and assistance lines which contributed towards the reshaping of their 5-year business plan
  • Introduction of marketing intelligence capability into business to overcome a deficiency in timely information albeit for marketing content, pitches and general knowledge building
  • Self-serve solution set-up with limited budget achieving greater transparency, speed of access to intelligence for Sales, Business Development and Marketing functions
  • Strategic, market, product analysis and research consultation for leading international healthcare provider assisting expansion plans

  1. Increased expansion into dental space in Ireland
  2. Revisions to IPMI proposition with circa 10% increase in revenue over three years

• Combined Insurance Company of America

  Head of R&D - PA and Healthcare

  100+ Employees 2004 - 2011

  Managed, developed a team across research, analytics and product development. 

  Contribution included:

  • UK and Republic of Ireland retention study with a 1,000 strong sales team aimed to inform recommendations to stem a representative retention issue.  Interviews, groups and data analysis applied.  The insights contributed to:

  1. A reshaping of representative recruitment and training plans and materials
  2. Salesforce attrition reducing by circa 15% in first 12 months

  • Introduction of first-ever customer service evaluation programme aimed to support cultural change.  A shift from a traditional sales model to a customer-centric culture:

  1. Introduction saw a +2% point uplift in customer satisfaction in the first 18 months
  2. A slowdown in attrition rates by 5% for the same period

  • Building a team specialising in research, product development and analytics from scratch which resulted in the: 

  1. Launch of two new products x1 PA and x1 Healthcare which contributed to revenue
  2. Shaping and project delivery of a single customer analytics solution leading to time and IT cost savings

Qualifications

Email Tim