Overview

I'm Nicola, I specialise in B2B merchant insights, helping clients understand merchant behaviours and get the right insights to make better decisions. Particularly in Fintech, payments technology, merchant acquiring, and open banking.

Services

Need support with merchant insights?

If you need additional support or specialised expertise in merchant research, I’m here to help. I’ll ensure you get the right insights to serve your clients effectively, backed by a deep understanding of the payments and banking landscape.

Core Services:

• Qualitative & Quantitative Research Methodologies
• Market Surveys
• Interviews (Face-to-Face and Remote)
• Trend and Market Analysis
• User Research & Mystery Shopping
• Research & Insights consulting

Project Types:

• Segmentation (Prospects and Customers)
• Advertising, Branding & Communications
• Product & Proposition Testing
• Ad-Hoc Work (e.g., Custom Surveys)

Expertise:

• Research Leadership
• Team Coaching & Development
• CX Strategy & Execution
• Insight Enablement & Action
• Data Visualisation & Reporting
• Research tools

About

I’m a new freelancer, eager to take on challenges and bring my extensive experience in Payments & Banking (ex-NatWest, ex-Worldpay) to help businesses unlock meaningful insights. After spending the last 6 years client-side, I'm passionate about turning research into actionable insights that drive real change.

Some of my highlights include:

• Appointed Trustee at Mencap Bexley (April 2024)
• Speaker at the London Quirks Conference 2023: “Rooting Your Business in the Customer: A Grassroots Guide to Segmentation”
• Built and led the NatWest Payments Research & Insight Function, coaching teams across Research, UX, and CX
• Mentor Coach for the Gender Network Programme, empowering colleagues to reach their full potential

I’m excited to bring this blend of experience and drive to my freelance work, helping clients succeed through impactful, customer centric research.