Joseph Clark
Birmingham
Summary
CX and VoC insight leader driving customer strategy across multiple brands through research, analytics and executive reporting. Built a unified VoC programme, introduced a product sentiment framework and embedded customer metrics into business reviews, helping improve roadmap decisions, recover revenue and reduce churn during platform migrations.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work History
BI Manager – Customer, CX and VoC
Flutter UKI
London
09.2023 - Current
- Leading CX and VoC insight within Flutter UKI’s central BI function, covering 11 sports and gaming brands with a team of four direct reports. Owning the Voice of the Customer programmes and Product Sentiment Framework, connecting customer feedback to commercial outcomes and embedding the customer into product and marketing roadmaps
- Recovered over £60m in revenue by linking customer pain points and sentiment data to commercial data, identifying and fixing drop off points along the registration and verification journey
- Rebuilt failing VoC programme, unifying social, CS chat, product reviews, survey verbatim and product analytics data into a single view of the customer. Insight now supports multiple functions including Product, Commercial, Marketing, Reward, Customer Operations and Customer Safety, with 60+ stakeholders attending monthly sessions that inform their roadmaps, driving decisions that increased revenue and reduced churn.
- Designed and launched product sentiment framework across all brands and platforms using Qualtrics in-the-moment pop ups to measure onsite experience, integrating business data from data warehouses – findings embedded into SLT monthly and quarterly business reviews.
- Upskilling colleagues across Product, Design and Technology in customer interviewing and continuous discovery, empowering more teams to engage directly with customers and make better-informed decisions.
- Built self-serve HTML dashboards using AI-assisted development (Claude), providing stakeholders direct access to sentiment data and decreasing reliance on BI resources.
- Selected and onboarded Sprinklr, UserTesting, Qualtrics Pop Ups and Quantum Metric (managing an annual tooling supplier budget), creating a joined up CX and research tech stack
- Co-led the creation of a research repository for the UKI business, collecting insight from all BI and UX functions, enabling self-serve research across Flutter, embedding Microsoft Copilot to help synthesise insight across the whole back catalogue, leading to reduced research requests
- Measured customer sentiment through three platform migrations using pop up surveys, migration diaries, moderated qual interviews and social listening, surfacing bugs and pain points early in a phased approach that reduced risk in later stages
CX Research Manager
Entain plc
London
04.2021 - 09.2023
- Led the launch of a new Global CX programme in 11 languages across 20 markets, integrating customer feedback with business data through an external supplier. These programme metrics were embedded into company-wide bonus targets.
- Used CX programme insight to establish cross functional task forces on key pain points, improving NPS by 7 points and CES Top 2 box by 5 percentage points.
- Positioned insights as essential to decision making by presenting primary research and BI findings to exec board and SLTs, fostering sustained demand for insights across the business.
- Co-led the set-up of global multi-methodology brand tracking and market sizing, benchmarking Entain brands against competitors and identifying opportunities to gain market share
- Collaborated with global central team to establish research centre of excellence across 20+ markets, enhancing CX measurement, brand tracking, and ad hoc methodologies.
- Core responsibilities and achievements
Senior Insight Manager
Cedar Communications
London
10.2019 - 04.2021
- Led team of two with full autonomy on research projects for Tesco, managing multiple quant, qual, and UX initiatives along with seasonal trend deep dives, leveraging primary research and industry sources like TGI, GWI, and Statista
- Collaborated with data suppliers Nielsen, Dunnhumby, and commercial analytics teams to integrate digital analytics expertise with traditional methods
- Introduced using website tracking tools such as Hotjar and optimised Google Analytics further to understand customer journeys and drop off points
- Built new customer segment profiles that were embedded into a 3 year strategy plan
- Launched quick fire surveys for immediate, relevant research to inform content teams
- Core responsibilities and achievements
Senior Research Manager
GVC Holdings (now Entain)
London
10.2017 - 10.2019
- Led multi-method rebranding project that developed brand pillars, TV campaigns, and audience focus, resulting in increased awareness and brand consideration
- Conducted analysis of communication channels to identify optimal mix for customers, supporting NGR growth
- Maintained comprehensive documentation of research activities and findings.
- Worked with project stakeholders to understand, define and meet project requirements.
- Coordinated staff and resources to meet project goals.
Quantitative Researcher
Nursery Research and Planning
London
01.2017 - 10.2017
- Attracted two medium-tier clients through involvement in proposal and pitch process, leading to establishment of additional ad hoc research projects
- Managed several brand and communication tracking accounts across sectors including FMCG, Finance, Travel and Leisure, overseeing end-to-end project management
- Collaborated with colleagues on research assignments to inform strategy.
- Presented oral and written analysis at meetings and conferences to share research outcomes.
- Conducted in-depth research utilising various techniques, including qualitative and quantitative methods.
Research Consultant
Vision Critical
London
04.2016 - 01.2017
- Managed three customer communities across Retail, Technology, and Media sectors, facilitating engagement through innovative digital qualitative studies including live chat focus groups and discussion forums.
Junior/Senior Research Executive
Bauer Media
London
08.2014 - 04.2016
- Delivered quarterly industry reports and automated data reports, enhancing reporting processes. Promoted to Senior Research Exec within my first year and completed MRS Advanced Certificate
Education
MA - Public Opinion and Polling (Merit)
University of Essex
Colchester08-2014
BA - Politics
University of Essex
Colchester07-2013
Skills
- CX & VoC: Customer experience programmes, journey mapping, product metric frameworks, user testing
- Methods: Conjoint, MaxDiff, Segmentation, Ethnography, UX Research, Moderating interviews/groups, Quant/Qual research, Sentiment Analysis
- Tools & Tech: SQL querying, Python, R, SPSS, Tableau, Power BI, HTML Dashboards, Qualtrics, Sprinklr, UserTesting, Quantum Metric, Miro PowerBI, AI agent development, Dashboard Development
- Leadership: Team leadership, budget ownership, supplier management, hiring, performance reviews
Websites, Portfolios, Profiles
https://www.linkedin.com/in/joe-clark-634b6425a/
REFERENCES
Available upon request
Languages
English
Proficient
C2
Spanish
Intermediate
B1
Certification
- ILM - Level 5 Award in Leadership
- MRS - Advanced Certificate
- FA - Level one coaching badge
Interests
- Sports (Football, Golf, Tennis, Cricket)
- Running (Marathon booked in April)
- Volunteering
Timeline
BI Manager – Customer, CX and VoC
Flutter UKI
09.2023 - Current
CX Research Manager
Entain plc
04.2021 - 09.2023
Senior Insight Manager
Cedar Communications
10.2019 - 04.2021
Senior Research Manager
GVC Holdings (now Entain)
10.2017 - 10.2019
Quantitative Researcher
Nursery Research and Planning
01.2017 - 10.2017
Research Consultant
Vision Critical
04.2016 - 01.2017
Junior/Senior Research Executive
Bauer Media
08.2014 - 04.2016
MA - Public Opinion and Polling (Merit)
University of Essex
BA - Politics
University of Essex