KPMG Nunwood
About Us


Tim Knight

Managing Director

Tim leads the KPMG Nunwood business, with a background in customer experience, strategy and analytics built up in Europe, North America and APAC over the last 16 years. Key areas of consulting and professional expertise are the retail, travel, banking and high-tech sectors.

Tim is responsible for strategy, proposition and - importantly - supporting key clients. As part of this, Tim's focus is ensuring clients benefit from customer experience programmes clearly linked to economic benefit, action and successful change. Often this entails linking KPMG Nunwood's expertise in CX best practice, measurement, experience design and technology to the wider transformational capabilities in KPMG's global network.

David Conway

Director - Customer Experience

David co-manages the company's customer experience management practice and oversees KPMG Nunwood's Customer Experience Excellence Centre, an on-going approach to systematically identifying global best practice.

David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he was responsible for 3,500 staff charged with delivering world-class experiences to more than 6.5 million customers. He also led the design, set-up and launch of the group's Smile brand.

Luke Allen

Director - Technology

Luke is KPMG Nunwood's Technology Director and he has been involved in the design, set-up, on-going management and delivery of global customer experience programmes for many large organisations including British Airways, Suncorp Bank, Royal Bank of Scotland and Woolworths Australia.

Vicki Joshi

Design Director - Customer Experience

Vicki heads up KPMG Nunwood's Experience Design function; a unit of qualitative researchers, strategists, visual designers and customer experience experts. As a customer experience design specialist with over 14 years' experience, she helps clients navigate their way to delivering a consistent best in class omni-channel customer experience, utilising a combination of consultancy, insight and training tools.

Michael Crow

Director - CX Solutions

Michael is a customer experience solutions expert and has been involved in the design and implementation of dozens of customer experience programmes across retail, financial services, telco, consumer electronics, utilities and travel. He specialises in utilising NPS and other measurement frameworks to demonstrate commercial value and prioritise customer-related investments. These solutions, linked to global best practice via the Customer Experience Excellence Centre, provide the catalyst for deployment of customer experience mapping, redesign and transformation programmes.

Torsten Fritz

Research Director - Insights

Torsten heads up the KPMG Nunwood insight team, and as such has responsible for the effective and impactful implementation of 20+ large customer insight programmes across industries and markets. Having personally implemented one of longest standing customer experience insight programmes in the retail banking industry seven years ago, Torsten has developed a deep understanding of both the research mechanics and insight requirements that ensure success of insight programmes.

Torsten has been in his current role for 3 years and over that time led the insight team from being research mechanics focused to a team that builds on its strong foundations to drive real change in clients' businesses

James Young

Director - Customer Experience

James has 20 years’ experience leading the design and implementation of customer experience programmes where sales, services and marketing actions, CX transformation and organisational change are led by CX insights.

James deployed the first journey-based NPS programme in Europe in 2006, and since then numerous companies have adopted a similar approach that result in tangible financial success.

His background is predominantly in Hi-Tech and Telecommunications, both B2B and B2C, but also extends to online retail/payments solutions, automotive, oil and gas and BPO.

Craig Ryder

Director - Customer Experience

Craig joined KPMG Nunwood in 2010 having spent almost 20 years in a range of commercial and strategic roles in the retail industry. During this time Craig shaped and delivered a host of customer facing change initiatives across a range of marketing, trading and future planning roles. Since joining KPMG Nunwood, Craig has managed customer experience programmes across the Financial Services, Airline, Insurance and Retail industries. In addition to this Craig is a regular conference speaker and is one of the architects of KPMG Nunwood’s Customer Experience Six Pillar Framework – adopted by many UK businesses as the basis for appraising and designing their CX programmes. 

Stephen Harwood

Director - Customer Experience

Stephen has over 30 years of experience in market research on both client and agency side.  He joined KPMG Nunwood in August 2012 and is responsible for a portfolio of accounts including the MRS/Aura award winning British Airways account.  He is an expert in monitoring and understanding the customer experience to place the customer at the centre of our client businesses to drive improved business performance. Prior to joining KPMG Nunwood Stephen spent over 7 years as a Client Services Director at an international Research company where he was sector lead for Travel and Hospitality. Stephen is a Certified Member of the Market Research Society.

Maria Slaymaker

Customer Experience Director

Maria has wide-reaching experience of delivering commercially focused insight solutions which have benefited a number of global and national clients such as Pfizer, Nationwide, Vodafone, Microsoft and Carphone Warehouse. Her forte is turning customer insight into tangible actions that affect the customer experience. Her principle focus is translating projects like journey mapping and Voice of the Customer programmes into effective change for the customer.