In this episode of the MRX Lab podcast, Claire Rainey, Head of Insights at Virgin Media O2, shares how customer insight teams can move beyond data collection to become powerful agents of influence. Drawing on experiences from brand tracking to campaign design, Claire illustrates the importance of keeping the “customer on your shoulder” in every decision, even when insight professionals aren’t in the room.

She explains how her team balances process with influence, builds a culture of customer centricity, and develops the communication skills needed to resonate with diverse stakeholders. From surprising findings about channel preferences to shaping sensitive national campaigns, Claire highlights the long-term impact of rigorous, well-communicated insights.

This conversation challenges researchers to embrace resilience, focus on influence, and take pride in their role as catalysts of organisational change.

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Presented by: Paul Hudson, CEO @ FlexMR

Featuring: Claire Rainey, Head of Insight @ VMO2

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