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.

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.