Melanie is the Global Partnership Leader at Kantar. She is a revenue focussed partnership leader who believes in trust, collaboration and winning together.  Her commercial north star is "our partnership should help every AE get to Presidents Club"

In her previous role, she was an award-winning SaaS CX Sales Director, a mentor for Customer Experience leaders, and an advocate for women working in CX.

As an energetic & values based leader, Mel is known for her commitment to raising up the CX community. 

She has been the first Sales Rep on the ground, responsible for delivering rapid revenue growth for several organizations — honing her talent for building a strong ecosystem of collaborators.  

✔ Her 10 year SaaS CX sales career has seen the generation of millions of pounds in revenue, with multi-figure deals closed with global enterprise accounts. She consistently delivers or over delivers on quota attainment goals.

✔ Her leadership style centers on holding a clear vision that others will follow, and on building strong engagement by nurturing strategic relationships.

✔ Creative and collaborative in her approach, Mel’s career began in market research — followed by Key Account Management, and a transition into 10 years in SaaS sales, specializing in global CX/NPS/VoC Programmes. 

✔She credits her time in market research with her deep understanding of customer behavior, and her ability to turn research into insight-driven action.

✔Part of the team that brought Net Promoter System (NPS) to Europe, Mel shares her expertise and perspective on CX sales through mentoring — coaching leadership execs including VPs of Customer Success, and Heads of CX. 

✔ A proud Women in CX (WiCX) member, Mel works towards elevating the women who work in CX — mentoring women in senior software positions, and lifting up voices that are vital to the industry’s success.

Melanie Wright

For those who know me, you will know when I say that care deeply that #cx programmes drive business impact, I mean it! 

If you are a #CX leader genuinely looking to contribute to the growth of your business, you need to attend this session with Ben Lawder (and special guests) at #X4Seattle in a few weeks.

Join Ben on 18th March, 1:15 PM-2:00 PM Seattle time, to unpack the power of signature customer experiences to drive #brandgrowth.
https://lnkd.in/ewDURiD7

Mark Chamberlain Nithi Kumar Chloe Woolger Kathleen O'Donnell Carla Stocks Rob Huijboom Brian James, ACC Ben Lawder Tara Gregson Peter Aitken Gary Hess Gail Koerner Kevin Crimmins 

#customerexperience #kantar #qualtrics #partnershipsftw

Global CX Partnerships Leader | Qualtrics & Medallia| ex. InMoment

Packed room at #MedalliaExperience26 yesterday as Ben Lawder, Allegra Pedretti and Ben Sargeant shared practical advice on how to make #CX programmes deliver business impact, at scale.

Key for me was the understanding Ben and Allegra had for their front line - they deeply understood the pressures front line staff in CVS Pharmacy and at Hyundai Motor Company UK dealerships face, and how the #CX programmes they both lead can tangibly help front line staff deliver differenciated service which impacted real revenue figures.  

From installing new carpet in stores to 8am show room openings, these small touches make CVS and Hyundai "meaningfully different" for people like you and me who simply need to get the job done, as quickly and easily as possible, so we can get on with our lives! 

Nithi Kumar Michael Campbell Tara Gregson Kathleen O'Donnell Melanie Wright Lee Lee Paschal Bella Church Mark Chamberlain Rob Huijboom Carla Stocks Chloe Woolger Sarah Ackling Raj Sharma Gary Hess 

#CX #MedalliaExperience

How DID we fit in all these moments into an action packed 3 days at #medalliaexperience26?! 🎶

With ease thanks to 
- our incredible clients who willingly gave their time to be there and share their expertise Allegra Pedretti Ben Sargeant  
- hundreds of curious CX professionals keen to learn more about modernising their programmes with us  
- the tireless efforts of our Kantar team Sarah Ackling Ben Lawder Nithi Kumar Kathleen O'Donnell Gary Hess Michael Campbell Edgar Williams Raj Sharma  
- and frankly some pretty awesome humans who tracked me down to say hi 

Our thanks to the entire Medallia team for making us feel so welcome. Ps. puppy parks are a winner! 

Ben Morris Eric Din Lee Lee Paschal Bella Church  Sid Banerjee Andy Walker Mark Boniface  Jagrit Malhotra 

#clientfirst #CX #partnershipsforthewin

With #AI in #CX, we need to ask ourselves ...is AI really improving the #experience for customers — or just proving we can do it? 

Join me, and Women in CX ™ on 4th March, at Kantar Vivo in London to discuss Responsible AI in #CustomerExperience, and hear from Lily McNally, Helen Shaffer, Ewa Davenport and @sandra morgan from Adanola, as they share insights on how they have deployed #AI thoughtfully to maximise business impact. 

Grab your tix here: https://lnkd.in/eRcmmUxz

Raj Sharma heads our thriving Kantar  North America analytics practice. 

We bought him along to Medallia Experince last week, to meet client demand for our unique #brand and #CX intelligence. 

His reflections on the last day were deeply personal - he felt his work was meaningful 🤗 as CX was so impactful for business success 

Ben Lawder Mark Chamberlain Brian James, ACC Nithi Kumar Chloe Woolger Carla Stocks Kathleen O'Donnell Tara Gregson 
 
#meaningful #CX #kantarlife #partnerships

If your #CX programme is built to optimise #NPS/CSAT - not distinctiveness - you're leaving growth on the table.

Our research shows, one pattern appears again and again: growth happens 9x when experiences reinforce what makes your brand truly distincitve emotionally, functionally, and symbolically.

Time to modernise your CX programme to what truly drives business value.

Brands with strong predisposition built through Meaningfully Different Experinces see:

-4x higher volume share
-2x higher price paid
-9x higher likelihood of value growth

Ready to modernise? 

Read our full report and get Five Principles for Action: https://lnkd.in/e9bx8uPK

Document

#Synthetic data and #MarketResearch will be a key focus at X4 Seattle next month. 

Based on learnings from Kantars own synthetic data, #CX practitioners need to be clear on data source and provenance, in order to make confident decisions.

Kantar are a Gold sponsor at #X4 this year - please come talk to us if you have any questions, doubts or need guidance on how to super charge CX programmes with synthetic - the right way. 

Kathleen O'Donnell Ben Lawder Michael Campbell Nithi Kumar Mark Chamberlain

There’s a lot of discussion about synthetic data, but far less clarity on how it actually works. 

We’re cutting through the noise with evidence from thousands of experiments and over a billion synthetic records. 

Explore our latest paper to see the evidence, the pitfall and the path forward. https://loom.ly/Jg4I39o

SyntheticData-Post1.pdf

Kantar

CX Practice Delivery Leadership
Key responsibilities:
- The development, enablement, and success of the Partner (Medallia & Qualtrics) accreditation paths across Kantar 
- Providing visibility of overall account portfolio health to ensure program success and desired outcomes are supported, as required, by the Partners (Medallia & Qualtrics) 
- Collaborate with Partner Leads on incorporating outer-loop learnings to improve the Practice infrastructure
- Development and embedding the utilisation of the XMDC (the offshored eXperience Management Delivery Centre) through instilling optimal ways of working across all platform powered programmes (Medallia & Qualtrics)
- Elevating team roles that delivers against the CX strategy and extend beyond the technical requirements

Director (Customer Experience)

Secondment opportunity focused on:
- Implementing an enablement model designed to ensure delivery satisfaction on client programmes where we partner with best-of-breed operational CEM platforms to capture and report in-the-moment feedback
- Creating an off-shored experience management capability to drive efficiency without compromising on quality
- Establishing strong relationships with platform partners (Medallia & Qualtrics) to drive collaboration initiatives and commercial success
- Supporting pre-sales activities through the provision of pricing and scoping tools

Global Director (Customer Experience)

Leadership responsibilities for the platform delivery team
- Instilled best practice mindset that drove quality delivery outcomes
- Supported commercial teams through the proposal and pitch process to ensure a best in class outcome would be delivered
- Ensured efficient staff utilisation 
- Supported the team through facilitation, collaboration & coaching

Director (CX Partnership Services)

Key responsibilities included:
- Establishment of best practice processes that drove quality delivery outcomes
- Creation templates and reference tools for utilisation during the delivery lifecycle
- Empowering the team to deliver world class customer experience utilising a lead CEM/VOC solution.

Associate Director (CX Partnership Services)

Principally brought into the team to:
- Support the implementation of a group wide procurement exercise with a particular focus on online sampling efficiency.
- Provide best in class operational research guidance for large scale international proposals.

Associate Director (Operations)

TNS UK

Responsibilities:
•	Focused on identifying and embedding initiatives designed to support the UK business deliver against  key business objectives 
•	Particular emphasis on operational efficiency and ongoing ways of working that drive revenue growth and improved profitability

Key Achievements:
•	Creation and launch of Intranet pages focused on key project life cycle financial touchpoints and demonstrating the negative impact of poor budget management
•	Reduced by 25% the amount of time spent by project management teams producing proposal cost estimates
•	Design and implementation of a renewed approach to costing research projects focused on client needs and being resourceful which resulted in quicker turnaround times and reduced impact on resource.

Associate Director (Business Optimisation)

Responsibilities:
•	Leading a team of 10 responsible for preparing the operations budget and supporting information for client proposals
•	Driving operational change within the team to deliver a cohesive and efficient ethos with the core objective of ensuring business needs are met and tasks are approached in a pragmatic and effective manner
•	Oversee a team of Super User who support the utilisation of a proprietary global cost estimation tool  
•	Lead finance champion for the Project Delivery team

Key Achievements:
•	Identified and realised a harmonised best practice approach across the team resulting in a supportive and cohesive team structure who were viewed as specialists within their field by both the research and operational teams
•	To be recognised as a trusted advisor to consult on the best methodology for the budget and research needs of the larger and more complex multi-country proposals
•	Successfully mentored a team member to achieving promotion

Project Delivery Senior Manager

•	Headed up a newly established team responsible for co-ordinating fieldwork quotations on International Projects 
•	Acted as a key point of contact within the UK business for international requests
•	Re-established and strengthened relations across the TNS international operations network
•	Developed estimation tools which allowed for speedy data collection estimates to be generated with minimal effort
•	Devised and introduced a consistent way of working with the key aim of demonstrating cohesion with an underlying focus on efficiency

International Projects Quotations Manager

•	Lead the transition of the UK Online Access Panel to a centralised European panel team within TNS
•	In parallel built an enthusiastic team of 12 responsible for sourcing, quoting and managing online access panel fieldwork for the UK business
•	Established an underlying team ethic which fostered personal success without losing sight of the team objectives of delivering against time and budget targets
•	Line management and P&L responsibilities

Head of Panel Services

•	Played a pivotal role in the development of an Access Panel within NFO UK
•	Responsible for driving panellist recruitment activities as well as overseeing the team who maintained and supported the access panel database
•	Implemented a process for the drawing, provision and utilisation of panel sample within projects

Panel Manager

I went to South East Asia (Thailand, Malaysia, Singapore), moving on to Australia and then New Zealand.

Career Sabbatical to Travel

Ipsos

Team leader for the sampling/statistics division
- Part of a 2 person team solely responsible for all operating functions of the consumer panels for France, Germany & UK
- Created detailed documentation on sample selection and panel management 
- Delivered training on all aspects of sample theory and survey selection
- Provided survey design and technical assistance to the commercial teams

Team Leader

Gecko jewellery

- Responsible for the international and national distribution of products
- Monitored sales trends
- Assisted with the co-ordination of customer orders

Assistant Buyer

I believe in the power of connection – connecting people, ideas and practices to create exceptional customer experiences and drive meaningful change. My curiosity drives me to understand the 'why' behind every challenge, and I thrive on transforming that understanding into impactful solutions.

What truly fuels me is recognising the unique potential in every individual and bringing diverse perspectives together to build high-performing teams. I'm a natural arranger, finding the most efficient way to organise resources and streamline operations for maximum productivity. I don't just solve problems; I restore order and efficiency, turning challenges into opportunities for commercial growth.

Success, to me, is about more than just hitting targets. It's about fostering a culture of authenticity and inclusion, where everyone feels empowered to contribute and grow. I'm a lifelong learner, constantly seeking new knowledge and adapting to the evolving business landscape.

My approach is holistic and people-centred. I'm dedicated to:
· Elevating Customer Experiences: By driving strategic initiatives and ensuring alignment with overarching business objectives.
· Building High-Performing Teams: Through mentorship, empowerment, and a focus on continuous improvement.
· Driving Operational Excellence: By simplifying processes, enhancing efficiency, and tackling complex global challenges with creative solutions.
· Creating Order from Chaos: Leveraging keen observation and analytical skills to identify opportunities and deliver tangible results.

Ultimately, I'm here to make a real difference – for my team, for our clients, and for the broader customer experience community.

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Melanie Wright

Carla Stocks

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Melanie Wright's LinkedIn Performance

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