Gemma Pearce_

Head of Strategy & INSIGHT

Hello
Gemma Pearce, Head of Strategy and Insight

Empathy is the foundation of successful innovation and service design

Gemma joined BIO in 2016 on her mission to help organisations develop meaningful services for customers and leads one half of the BIO Experience Design function to do just that.

She believes that the recipe for successful innovation and service design is simple:

  • Don't rest until you've really dismantled the business challenge.

  • Interrogate the real human motivations of customers through understanding what they do as well as what they say.

  • Design solutions with a diverse set of bold thinkers and rule breakers, from across the agency and client organisation.

  • Put your ideas back in the hands of customers to really see if you were right and adapt accordingly.

In Gemma's 20+ years in the advertising, innovation and service design world, she has developed solutions for organisations including Scotiabank, Lloyds Banking Group, American Express, Shawbrook, Smith & Nephew, GSK, Homes England, Savills, Autotrader, Toyota, Vodafone, BT, EE, Haven, Batttersea Power Station, Zellis, Kellogg's, Google and The Royal Mint.

She also recently led in the proposition development of Target B, BIO's joint venture that is set to revolutionise the mortgage market.

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Canada

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