Brown (pictured) joins the insight department at NHS Test and Trace following a secondment from Ipsos Mori.

As insight lead for voice of the customer and brand, she has established a brand perception tracker to monitor public awareness of services and messages, perceptions, attitudes and behaviour. 

The programme collects feedback across the user journeys of Test, Trace and Isolate, to understand users’ experience of the service and where differences lie, for example, across regions and demographics, including ethnicity and disability. 

The service uses insight to design improvements and encourage greater engagement and compliance.

Brown worked within customer experience at Ipsos Mori for over three years before going on secondment to NHS Test and Trace.