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Mark Hicks
Experience 25 years defining and delivering robust human centred products and services as a leader and practitioner. Core skills are Product and Service Design, Design Research and Strategy and Digital Transformation. I understand all design disciplines and know what good should look like and how to get there. I integrate business and design research to inform product and service design.
Strengths I’m strategic, entrepreneurial and outcome oriented. I build high functioning teams. I’m accomplished at blending research with commercial strategy and presenting compelling evidence to support business decision making. I’m a good communicator and can persuasively argue the value of putting people at the heart of a design programme.
Approach I like to understand the wider and longer view and I’m comfortable working with all levels of seniority. I believe it’s important to understand the business area for which I’m designing. I’ve worked in many sectors and usefully cross-relate sector insight.
Education My education is in behavioural science, my experience is in systems engineering, user-centred product and service-design, business, and product management. This frames my thinking and approach to design and strategy.
Customer-Centric Service & Product Design Consultant
Mark and the team worked skilfully with our senior stakeholders to identify some of the important customer experience tensions and challenges we face in re-platforming. The research showed how to build customer experience and value by offering innovative services to a new, wider audience, and how to understand the behaviours and sentiment of our loyal, legacy customers so that they too can benefit from the evolution of our proposition.
The work delivered an array of clear and well-designed materials with value across customer personas. These strategically useful insights will continue to guide our customer experience decision-making."
Chris Grant, Head of User Experience, NBrown
It was a great experience working with Mark and the team. They brought a wealth of expertise to help us map Inspired school’s customer experiences and business processes. The planning, methodology and delivery was rigorous, and the team was also able to flexibly accommodate real-time feedback from senior leaders in our fast-moving business to shape and sharpen the research and insight gathering. The business value of the work is demonstrated by the shaping and validation of technology choices made by the business and ensuring that core functional requirements are delivered globally.
The work’s legacy is the endorsement and underpinning of the decision-making process, the system that is currently in global implementation, a global snapshot of MarTech in play, business stakeholder roles and responsibilities and the optimisation of customer experience across the business and our global schools.
Ian Field, Global Strategic CRM Consultant
