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Our team

Tim Routledge

Tim Routledge

Chief Experience Officer Read bio

Tim is the founder and Chief Experience Officer of Experience Insight, leading the use of science to understand and improve customers’ experiences of retail places, processes and people.

 

Tim has always been fascinated by neuroscience, and always believed that science can benefit business. After a successful and varied career in advertising, he moved into customer experience in earnest in 2003. In 2005, he co-founded the Newcomen ‘science of experience’ Group, a unique organisation devoted to bringing science and business closer together.

 

His passion for customer experience grew into a business philosophy based on new psychological and neuroscientific thinking, and in 2012 he established Experience Insight. His goal is to understand customer experience in forensic detail and to apply that understanding to developing practical, commercial solutions for the real world.

 

Tim is also partnering with the University of Reading School of Psychology; Clinical Language Sciences, headed by Professor Laurie Butler, on a scientific research project to further investigate customer experience.

Stephen Cudd

Stephen Cudd

Chief Technology Officer Read bio

Stephen leads on the research, development and implementation of digital solutions for Experience Insight clients, focusing on analytics and the enhancement of customer experiences.

 

Stephen’s experience and expertise is in supporting organisations in the innovation and deployment of Marketing Technology and Customer Relationship Management solutions. He has worked with a diverse range of clients including the NHS and Ministry of Defence, as well as major banks, insurance companies and global technology and software organisations. Stephen’s career began in programming and analytics and includes the founding of two Marketing Technology startups and placements in Germany, Netherlands and the USA.

John Maynard

John Maynard

Trainer/Coach Read bio

John is a fully qualified trainer and an accredited executive coach. He designs and delivers training programmes, coaches senior executives to become more effective as leaders and managers, and supports staff at all levels in identifying and achieving their personal and professional goals.  

 

John has worked with many organisations over the last 20 years to improve customer experience, customer and staff retention, and business performance. He also has experience of developing and implementing recruitment assessment processes and training academies in retail, off-trade, banking and information technology industries.

Martin Peden

Martin Peden

Trainer/Coach Read bio

Martin has a strong life-sciences background, with a biochemistry degree and ten years of teaching science in schools. He has a particular interest in interpersonal communication and (especially) the pitfalls of miscommunication and how to avoid them, which he brings to his work with Experience Insight clients.

 

Martin uses his teaching experience to help our clients use science and scientific research to understand and improve their staff and customer experience – for example, making abstract concepts relevant and accessible by applying them to everyday life.

Wani Mkandawire

Wani Mkandawire

Trainer/Coach Read bio

Wani is a qualified teacher. He came to his training and coaching role at Experience Insight via coaching and mentoring talent for the UK Athletics’ Governing Body, and teaching secondary school mathematics.

 

Wani is all about building relationships and creating the climate for change – understanding what different people need, making training content relevant and accessible, and coaching to help individuals and teams recognise and achieve their potential.

Lorraine Webster

Lorraine Webster

Programme Manager Read bio

Lorraine co-ordinates the delivery of Experience Insight training and coaching, liaising with our clients and trainers to schedule in-house delivery of all our programmes.  She also oversees the publication and distribution of training support materials and learner reports, and generally makes sure that all our trainers are well-supported and that all our office functions run smoothly.

 

Lorraine was previously a supervisor for the Citizen’s Advice Service. She trained and managed a team of support workers and volunteer assessors, and monitored and evaluated the quality of the advice and services provided.

Jacqui Sjenitzer

Jacqui Sjenitzer

Trainer/Coach Read bio

Jacqui is a certified coach with a masters in occupational psychology, a particular interest in the psychology of customer experience, and a ‘hands on’ approach to designing, delivering and evaluating learning programmes and team events.

 

Jacqui has 20 years’ experience of supporting individual learning, personal and professional development, and change-management in private and public sector organisations. She has also worked in private coaching practice and group facilitation, focusing on positive psychology, resilience and self-esteem.

Emma Courtney

Emma Courtney

Trainer/Coach Read bio

Emma is trained and accredited through the CIPD in Learning and Development, and is certified at PTTLS level in adult teaching.  She has over ten years’ experience of training, coaching and mentoring adults in the workplace, including three years with Experience Insight.

 

Emma has trained as a client centred ‘transformative’ coach, applying cognitive behavioural coaching, transactional analysis and positive psychology approaches and techniques. She is also an accredited Youth Coach with the International Coaching Federation, and volunteers for a community-based charity that works with disadvantaged young people.

Natalie Pipe

Natalie Pipe

Trainer/Coach Read bio

Natalie has a social science degree and is a qualified teacher. She brings extensive experience of mentoring, coaching and project management to her role at Experience Insight, and a particular interest in the psychology of learning and development.

 

Natalie’s passion for supporting other people to learn and progress was sparked early in her career, when she worked with an international charity and was responsible for coaching and mentoring young people from diverse backgrounds who were living in London.  She later became a sociology subject specialist teach in secondary education, before joining Experience Insight.

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