Roy Ajifoh
Global Customer Insight Manager | Voice of the Customer (VoC) | NPS | Customer Experience | Consumer Insight
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About
Customer Insight leader with 12+ years of experience delivering Voice of the Customer (VoC), NPS, Customer Experience (CX) and consumer insight programmes across FMCG, membership and international organisations. Proven track record of transforming customer feedback, behavioural data and operational metrics into actionable commercial insight that improves retention, loyalty, customer experience and business performance. Experienced in leading global VoC programmes, building NPS frameworks, developing Power BI dashboards and influencing senior stakeholders through compelling insight-led storytelling.
Experience
Research Consultant - IFAC
(2025-01)
- Increased organisational understanding of customer engagement by leading IFAC's global Voice of the Customer programme and developing NPS frameworks identifying drivers of loyalty, retention and advocacy.
- Influenced executive decision-making by translating customer feedback, behavioural data and market trends into actionable recommendations.
- Managed qualitative and quantitative research programmes from methodology design through executive reporting.
Customer Insight & Research Manager - CIPD
(2017-01 - 2024-12)
- Increased research panel engagement by 35% by redesigning customer insight and Voice of the Customer programmes.
- Reduced project turnaround times by 50% through process improvements and supplier optimisation.
- Developed Power BI dashboards transforming customer, CRM and operational data into actionable insight.
- Influenced customer experience and retention strategies through executive reporting and stakeholder engagement.
Member & Consumer Insight Manager - Weight Watchers UK
(2015-01 - 2017-12)
- Improved campaign effectiveness by 15% and customer satisfaction by 20% through insight-led recommendations.
- Led customer insight programmes supporting marketing strategy, product development and engagement initiatives.
Global CMI Assistant Brand Manager - Unilever UK
(2012-01 - 2014-12)
- Supported global FMCG brands through consumer insight, brand tracking and market analysis.
- Delivered insight-led recommendations contributing to 25% growth in brand awareness and 12% sales growth.
Education
BA (Hons) - Accounting - London Metropolitan University
