Penny has over 20 years' experience in research. At Legal & General, she headed up the Customer Insight team, managing the research programme across the business, and also working externally to establish new metrics for customer experience measurement in the Insurance Industry.

At Holden Pearmain, Penny managed the Client Services team, delivering complex, global projects to clients in a number of sectors. At Echo, Penny manages the Client Services team, reviews client service through regular audits, and looks after recruitment.