Kathy Ellis

Kathy Ellis

Research and Customer Insight Manager,
Clarion Housing Group

Kathy Ellis is Research and Customer Insight Manager at Clarion, the largest independent provider of affordable housing in England.  Having joined in 2010 as policy officer Kathy has established herself as the go-to for customer insight. Delivering insights around affordability, demographics and customer behaviour Kathy’s focus is on improving the organisation’s understanding of its customers and promoting the use of customer insight to shape services across the business.  Using customer transactional data, demographic information and a range of market research approaches, Kathy provides the business with actionable insights, segmentations and service recommendations. Prior to joining Clarion Kathy worked in the Housing Strategy and Performance Directorate at DCLG.

Clarion will be discussing their approach to utilising data for improving its business and customer service experience on a day-to-day basis.

Attendees will learn about how Clarion is using customer insight to effectively understand their customers, the challenges they face and how housing associations can shape their communications and delivery strategy by identifying the groups that are most at risk from hardship, poverty and welfare reforms.

Attendees will also learn how Clarion identifies which properties to target with energy efficiency works, using existing administrative customer and property statics and information.