Practicing what we preach

We believe the brands that succeed are those that stay close to customers and build a culture of informed decision making. That is the fundamental principle behind the FlexMR Client Advisory Board and the driving force of our continued growth.

The FlexMR Client Advisory Board is comprised of senior insight professionals who are united in the pursuit of better partnerships. The board represents a diverse range of sectors and research interests. Each member brings valuable perspective on the insights industry, future challenges and emerging opportunities. These opinions, perspectives and input are fed directly into our management team and guide our strategic decisions. Here are the current board members.

Carol Prest

Emma Baxter

Nick Watt

Lisa Hulme-Vickerstaff

Charlotte Dunsterville

Carol Prest

Carol Prest has worked in media research and marketing for more than 25 years. Since 2015, she has been the Head of Insight for DC Thomson, one of the leading media organisations in the UK.

In that time, she has developed an agile insight function, bringing stakeholders closer to audience needs and purposes thanks to an ongoing programme of strong panel and community-based research. An active member of the Marketing Society, Carol is mentor of the Student Marketing Society at Robert Gordon University, Aberdeen and keen to provide pathways for those looking for a career in the sector.

Carol lives in Angus, with husband Richard and daughters Katie and Grace as well as Harley, the fox red Labrador. She is an Aberdeen Football Club fan and enjoys cocktails with friends and a Saturday morning bootcamp at her local gym.

Emma Baxter

Emma is the Head of Research for The Coventry Building Society. She brings customer, B2B and employee research experience to the board.

Emma has worked in research for over 20 years at various banks, building societies and agency-side at Millward Brown UK - primarily with FMCG and Financial Services clients. At Coventry Building Society, Emma has set-up a research team from scratch which is responsible for customer, B2B and employee research. She has created a research panel of 6,000+ engaged members who regularly pilot new ideas and propositions, and a real-time customer experience reporting dashboard. Emma is passionate about getting the most out of research - whether that is getting to the heart of a business problem, taking a story-led approach to analysis or driving action from results.

Nick Watt

Nick is the Associate Director of Strategy & Business Development for Lexis Nexis Risk Solutions Group.

Nick is a customer insight and strategy professional working in the Data Services division of RELX Group - a FTSE 100 & FT Global 500 company. He is responsible for working with the group's Data Services businesses to leverage customer/market insight that accelerates growth and product innovation strategies. Nick has an extensive knowledge of market research, customer discovery, product innovation, VOC programs, customer experience mapping, competitor analysis, lifecycle management and go-to-market strategy.

Lisa Hulme-Vickerstaff

Lisa is Head of Customer Research and Insight at Lowell. She brings a wealth of customer and B2B experience from a diverse range of sectors to the FlexMR board.

Lisa has worked in research and insight for over 25 years primarily in client-side organisations including BT, O2, Bupa and Unilever. At Lowell, Lisa set up their first in-house research and insight team and has helped the business become much closer to their customers in understanding their wants and needs.

In February 2021 working with FlexMR Lisa established Lowell’s customer panel, a first in the debt sector. The panel membership has grown to over 2500 and increasing by the week. The Lowell Customer Panel members have been involved in a diverse range of research studies including comms testing, proposition development, service initiatives and UX testing. Lisa is passionate about the actionability of customer research and is known to read every verbatim comment customers have left in surveys, often in the several 100’s to ensure customer feedback is not wasted and insight is used.

Charlotte Dunsterville

Charlotte is the Chief Consumer Officer for Sure Telecom, the largest tri-island mobile operator across the Channel Islands and Isle of Man.

Charlotte is a Customer Experience specialist with marketing and sales experience and an operational background. She is an experienced executive board level director, balancing customer and commercial priorities. She combines a strategic focus with a pragmatic operational approach, drawing on past roles in marketing, customer service, brand, retention and product management for success. Charlotte has previously worked for BT, Orange, Batelco Group and as an independent CX consultant prior to her role with Sure Telecom.

A simple, powerful goal

The FlexMR Client Advisory Board has been set up to facilitate a two-way dialogue between the FlexMR senior management team and representatives of our clients. It is designed to help us become a better partner to all.

Client success is at the heart of what we do. In order to empower research teams across the globe, we must be in tune with their needs, hopes and desires. We strive to become true insight partners to all those we work with. That goal is baked into the core of our operations. We offer regular client success meetings, on-demand access our knowledgeable Client Support Desk and more. The FlexMR Client Advisory Board is an extension of that goal. Here's how it works.

Client Advisory Board objectives

All members are united in the goal of building better working client-agency relationships and helping the FlexMR team deliver more impactful products and services that ultimately affect business outcomes. The advisory board meets virtually four times per year. We ask that members commit to attending a minimum of three meetings, chaired by our CEO, in order to facilitate productive, group discussions. We feed conversations and insights from meetings directly into strategic decisions about how we can better serve our clients. We ask all members of the board to be engaged with this process.

Client Advisory Board membership

The FlexMR Client Advisory Board has a minimum quorum of three members. Up to five members can be present on the board at any one time. Members are all current FlexMR clients with an active presence within the insights industry and an up-to-date knowledge of important trends impacting the sector. We aim to represent a diverse set of industries and research interests through the board. Membership is reviewed twice per year. For more information on activities, commitments and expressing interest in joining - please see the following introductory deck.

Empower better decisions

We have developed a game-changing insights empowerment framework that addresses the three major pressures placed on modern insight teams. We use the framework to construct bespoke partnership programmes - delivering measurable business value through agile research technology and a flexible approach to supporting services. Is your brand ready to take the first step towards insights empowerment? Find out what we can do for you on the pages below, or get in touch today.

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