After spending 16 years in human-centered design and technology consultancy, Ross joined Insights as the Customer and Digital Director in January 2020. He started his career in technology, building in-house technology teams and leading large scale digital and ERP transformations for clients such as ScottishPower. He then moved into digital strategy, human-centered design and marketing, advising clients such as NatWest. His industry experience covers Learning and Development, Finance, Utilities and Retail.
Ross leads the Customer and Digital function, which encompasses Marketing, Research & Design, Learning & Experience, Future Experiences & Partnerships, Product Technology and Enterprise Technology. The function's scope is to ensure, as an organisation, we understand our customers and their needs, create innovative experiences to meet these needs, and do so in a secure and forward-thinking technology ecosystem.
A normal day consists of spending time with teams across the globe, understanding the latest customer feedback, our progress against objectives, how we are evolving our ways of working, as well as paying close attention to how our people are feeling generally. Ross also enjoys spending time talking directly to our customers to ensure we, as a business, stay close to their needs.