CLIENT INSIGHT - Key Persons

Job Titles:

• Member of the Core Team
• Director, Business
• Member of the Market Research Society

Caroline is the driving force behind Client Insight. She is passionate about the power of client feedback to bring about positive change in businesses. Before setting up Client Insight Caroline was Lead for client feedback services in the Europe Region of Arup, a global engineering consulting organisation employing over 10,000 staff in 37 countries. In this role she was responsible for all feedback policy, practice and systems, as well as feedback analytics to the Group Board. Whilst at Arup she was struck by the difficulty of engaging people to action as a result of feedback. She saw the potential of client feedback to help people feel more resourceful about their client relationships, but was frustrated by the difficulty of getting people to hear the feedback and take action. After leaving Arup she committed all her energies to the design of a consulting process which would make the issues clearer, help people learn from feedback, and support them to take action. She saw that the approach, implemented consistently across an organisation, would transform client relationships and business. Earlier in her career she was the founding director of The Employee Assistance Partnership, a provider of counselling and stress management services for companies. As director of the company she secured business with significant companies such as ICI, Campbells Soup, Estee Lauder & McDonalds. She also oversaw the recruitment of 300 counsellors, and development of high integrity company systems to support business secured. Caroline is a member of the Market Research Society and ensures that Client Insight abides by their ethics and guidelines.

Job Titles:

• Member of the Core Team
• Director, Consulting

Jane Heritage works with linking the motivation and behaviour of an organisation's staff with its purpose and business strategy. She has an MSc in Organisation Consulting from Ashridge and initially qualified and practiced as a Chartered Accountant with PriceWaterhouseCoopers. She specialises in helping leaders to create strategies for transformation and change and to engage people in realising them. Much of Jane's work is with senior executives and teams. Her facilitation style is direct, challenging and lightened with humour. She has a strong commercial focus, informed by her earlier career as a Chartered Accountant and her current second career as a small business owner, and she keeps business objectives in sight, however complex and difficult the situation. Jane is passionate about the importance of organisations getting lasting value and useful action from their feedback programmes. As Client Insight's Consulting Director she works with our clients to understand their strategic and tactical needs and designs their feedback programmes to yield practical sustainable outcomes. Before joining Client Insight Jane worked at PricewaterhouseCoopers and Barclays Bank as an organisation development consultant. After gaining her Masters in Organisation Consulting she established her own consultancy, where she worked with clients including Atos Consulting, Simmons & Simmons, Danone and Nokia.