Jessica Figgins

Customer-focused Customer Experience and Insights professional with experience turning customer feedback, data and Voice of Customer (VoC) insights into meaningful business improvements. Skilled in designing and managing customer research and surveys, analysing customer feedback and behavioural data, identifying key pain points and trends, and translating insights into clear, actionable recommendations. Experienced in working cross-functionally with stakeholders to map customer journeys, identify Priorities for Improvement (PFIs), monitor CX and retention KPIs, and deliver customer-led improvement projects.

Confident using Medallia, Salesforce, Power BI and SurveyMonkey to gather, analyse and communicate customer insights, with Medallia Admin Certification and strong CRM and data-management capabilities. A commercially aware and people-focused professional who combines analytical thinking with a genuine passion for understanding customers and improving their experiences. Comfortable presenting insights to stakeholders, influencing change and ensuring the customer voice remains central to business decision-making.

Field Marketing & Merchandising Executive at Kilsaran (2024-07 – Present)

Worked closely with the UK Sales Team to support business growth across merchant and distributor networks by building strong customer relationships, increasing product visibility and promoting the brand within the construction materials sector. Delivered product training, trade days and promotional activities to improve customer knowledge and maximise sales opportunities, while supporting marketing campaigns and ensuring high standards of merchandising and brand presentation. Managed customer accounts using CRM systems, analysed customer feedback, market trends and sales data to identify commercial opportunities and support targeted sales strategies.

Monitored customer satisfaction through CSAT and NPS metrics, resolving customer issues promptly and contributing to continuous service improvements. Supported the full sales process from initial customer enquiries through to order fulfilment, providing excellent customer service and representing the business with professionalism at all times.

• Developed and maintained strong relationships with merchants, distributors and customers to drive sales growth and strengthen brand presence.
• Supported the UK sales team by identifying opportunities, increasing product visibility and promoting products across merchant branches.
• Delivered product training, trade days and customer demonstrations to improve product knowledge and maximise sales opportunities.
• Managed customer accounts using CRM systems, analysing customer data and market trends to support targeted sales strategies.
• Used customer feedback, CSAT and NPS insights to identify commercial opportunities, improve service levels and increase customer retention.
• Supported the sales process from initial enquiry through to order fulfilment, ensuring excellent customer service and timely issue resolution.
• Represented the business professionally within the construction industry, managing promotional materials and delivering a consistently high standard of brand presentation.

Customer Experience Improvement Executive at Weber, Saint-Gobain (2023-01 – 2024-05)

As a Customer Experience Improvement Executive at Weber UK & Ireland, I lead initiatives that elevate the end-to-end customer journey and embed the voice of the customer (VoC) into strategic decision-making. I manage and optimize a suite of CX platforms including Medallia, Salesforce, Power BI, and SurveyMonkey to capture, analyse, and act on customer insights. A core part of my role involves designing and executing robust customer feedback programs, including our annual CSAT survey engaging over 3,000 customers.

These insights have enabled me to identify key pain points, quantify customer sentiment, and deliver data-backed recommendations that drive measurable improvements in satisfaction and loyalty. In collaboration with key stakeholders across departments, I facilitate customer journey mapping workshops to uncover friction points and prioritize customer-led transformation projects. My focus is on aligning business goals with customer expectations, using CX metrics and KPIs to monitor progress, reduce churn, and improve retention.

I oversee the implementation of continuous improvement initiatives, ensuring customer feedback translates into operational excellence and long-term value. Through a proactive, insight-driven approach, I ensure our customers feel heard, valued, and central to everything we do.

• Led voice-of-customer (VoC) initiatives to identify service gaps and drive continuous improvement.
• Managed Medallia CX platform; conducted feedback analysis and shared insights with stakeholders.
• Mapped customer journeys to streamline service touchpoints and improve experience.
• Delivered annual CSAT survey and implemented action plans based on results for the past two years.
• Championed a data-driven approach to improve customer satisfaction across product and service lines.

Retail Section Manager at Loomis UK Ltd (2021-02 – 2022-12)

• Managed a frontline team delivering secure retail services; ensured high service levels were maintained.
• Oversaw workload distribution, team performance, and escalation management.
• Conducted training for new starters and coordinated cross-functional communications.
• Generated performance and service reports for account managers.

Service Management Coordinator at Loomis UK Ltd (2020-01 – 2021-02)

• Coordinated a portfolio of customer accounts, providing a single point of contact for queries.
• Collaborated with internal departments to ensure timely resolution of customer issues.
• Supported junior coordinators and maintained high account service standards.
• Prioritized daily tasks effectively to meet tight deadlines and service KPIs.

BSc in Sociology – University of Portsmouth (2019)

A-Levels in Geography, English Language & Literature – Luton Sixth Form College (2016)