Katy Jess, CCXP, currently serves as the Insights Platform & Tools Manager and Customer Experience Lead at Whitbread, where notable achievements include winning triple awards at the UK CX Awards 2023 and leading customer experience initiatives for Premier Inn and Whitbread Restaurants. Previously, Katy held the role of Senior Researcher in CX & Customer Insight at Whitbread, responsible for managing multi-methodology insight projects and communicating findings to stakeholders. Prior experience at TUI included roles as Customer Insight Manager and CRM Manager, focusing on enhancing customer experience across various travel sectors and developing comprehensive pre-departure customer journey programs. Katy’s career also encompasses significant marketing positions at Guardian News & Media, BBC TV Licensing, and Totaljobs Group, highlighting expertise in CRM, data-driven strategies, and digital marketing. Katy holds a degree in Late Modern History from the University of Warwick and multiple diplomas from the Institute of Data and Marketing, including ongoing training in CRM excellence.
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