About us
Dr. Michelle Harrison
michelle.harrison@theiips.com
CEO of TNS-BMRB
Michelle Harrison is the CEO of TNS-BMRB and the founding Chair of the IIPS. She was previously a Director of the Futures Company.
Michelle works with her clients across Whitehall to develop better outcomes for the users of public services. Her work encompasses customer journey research, segmentation, customer satisfaction measurement, public consultation, and policy related social research.
Michelle brings with her many years of consultancy in the private sector, where she worked with leading brands to deliver customer focused strategy and innovation. Michelle is a regular commentator on social trends. In 2007 she was commissioned by the BBC to develop The Blair Decade, a series of programmes on social change in Britain.
Alex Oliver
alex.oliver@theiips.com
Head of Service Transformation
Alex is a Director at the IIPS and joint Head of Public Sector Practice at The Futures Company, where she leads on service transformation and innovation projects. Her work with clients across central and local government is focused on bringing the voice of the customer to the heart of policy and service development and encompasses techniques including customer journey mapping, insight audit, behaviour change and customer-led innovation.
Previously, Alex worked in the Cabinet Office as Assistant Director in Transformational Government. She led the cross-government work on customer insight, embedding the core principles of customer understanding to drive service improvement in the Service Transformation Agreement (STA). She was founding chair of the Customer Insight Forum and managed the production of a range of cross-government guidance on insight tools including satisfaction measurement and customer journey mapping. She has worked closely with Ministers and senior government officials across government to initiate a programme of customer insight projects, with the aim of improving customer experience in a number of cross-cutting areas.
Prior to joining the Cabinet Office, Alex held a number of senior strategy and marketing positions in the private sector, where her international career included 4 years at Egg plc. Fluent in French and Spanish, Alex has an MBA from INSEAD and a first class honours degree from Bristol University.
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The Futures CompanyThe Futures Company (formerly Henley Centre HeadlightVision) is a strategic futures consultancy known for its ability to understand consumer choice and social change, and for applying this knowledge to help clients’ strategic planning, with a particular focus on public service transformation. We have a dedicated public sector practice and an experienced team of consultants and researchers who work with our clients across Whitehall, government agencies and local authorities. Core service transformation offersCustomer journey research |
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TNS-BMRBTNS-BMRB are a specialist provider of public policy research and insight to government and not-for-profit clients. We are trusted to undertake some of the UK’s most high profile research assignments and our work influences decision-making across the policy spectrum. We pride ourselves on producing work that is of real value to policy makers by bringing to our projects a combination of subject expertise, technical excellence, creative thinking and insightful interpretation. Research specialismsSocial surveys |
