Margaret Gumley

Margaret Gumley

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Client Experience Insights Manager

Client Experience Insights Manager

Margaret Gumley is an internationally experienced market researcher and CX Insights professional with more than twenty years of experience gained in the US, UK and Australia working within both boutique firms and multinational organisations.

Margaret has extensive experience in conducting multiple market research and CX projects (qualitative and quantitative; ad hoc and tracking studies) for companies such as General Mills (FMCG) and agencies such as Research Now and Kantar TNS.

Margaret is able to engage with stakeholders at every level and brings her extensive experience and professional manner to all client engagements.

Most recently, at CXINLAW this includes managing both ongoing client tracking studies and mystery client experience (MCX) assessments, insight generation and reporting of findings including NPS scores, delivering recommendations to firms on improving CX delivery across the client journey.

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Highlights

  • Research and Insights full life cycle project management & delivery
  • Key role in the delivery of CXINLAW’s ‘First Impressions Convert’ report
  • Associate member, Market Research Society (MRS), UK.

Expertise

  • Proven experience across all elements of the customer CX Journey
  • Strategy development, goal setting, and implementation of actionable insights
  • Knowledge and application of mixed methodologies; interviews, surveys & data tracking

Education

  • Bachelor of Business Studies (Hons); University of Limerick, Ireland
  • Advanced Certificate in Market & Social Research Practices; MRS UK