Our people are our most important assets.

Our people make us who we are. We value bright, inquisitive thinkers who care about doing a job well. We have a wonderful team of over 50 researchers, project managers, designers and support staff across our three offices in London, Edinburgh and Bristol.

We aim to provide clients with thought leadership and best practice. Our goal is to help brands connect as meaningfully as possible with their customers and to drive loyalty. We do this by being proactive partners, providing actionable insights and clear guidance. All of this built on operational excellence and reliability.


Ginny Monk, Managing Director

Ginny oversees the growth of Motif, shaping its future direction and strategy. She is a highly experienced CX researcher with over 30 years’ expertise. Ginny is fascinated by the strategies brands pursue to ‘earn’ their customers’ loyalty, especially those that backfire spectacularly.  

An MRS Fellow, Ginny is also Chair of BIG (Business Intelligence Group), a member of the International Journal of Market Research Editorial advisory board and a trustee of MRBA (Market Research Benevolent Association). 


Chris Hall, Commercial Director

As Commercial Director of Motif, Chris leads a team focused on exploring new opportunities for growth, for both new and existing clients. He has 20 years’ experience in customer insight – both agency and client-side - and is passionate about building strong relationships to help clients get closer to customers and drive increased loyalty.


Jon Eastwood, CTO

Jon is responsible for managing all of Motif’s platform & product development, and leading our in-house technical team. He has over 10 years’ experience building high performance web applications across sectors including e-commerce, social media and talent management. Jon works closely with our clients to ensure our platform meets their diverse range of needs to help drive actionable insights to end users, and bring loyalty to life in their business.


Rachel Mason, Operations Director

Rachel has been involved in delivering first class research for over 20 years.  Initially focusing on data collection, she now runs a strong team that manages all facets of research from concept and design to insight generation.  Projects range from small-scale qualitative to what we believe is the biggest Customer Experience quant tracker in the UK.  Her focus is on rigour by design ensuring that projects run smoothly to budget, schedule and best practice. 

Joe Parker, Head of Digital & Comms

As Head of Digital and Comms, Joe is responsible for the visual and creative design of Motif’s platforms and products. Originally an analyst, he has a keen eye for design and ensures all our outputs are both visually engaging and easily understood.

He has over 10 years of research experience across a variety of disciplines, and his creative instincts ensure we’re at the forefront of delivering new and exciting loyalty visualisations.

Clare Chamberlain, Consultant

Clare works across our business. Her loyalty, customer experience and NPS knowledge enhance our work, for new and established clients alike.  She’s a key player in our ever-evolving loyalty thinking.  She has 15+ years’ research and insight experience across a range of sectors, methodologies and geographies, both agency and client-side.  


Jane Buswell, Head of Qualitative

Jane heads up the fast-growing qualitative team at Motif, and has been heavily involved in developing our loyalty thinking. She has a vast range of experience in research, and also marketing and comms, which helps her create strategic insights for our clients. She takes great pride in finding the story within lots of different research streams. Jane is also a linguist who speaks five European languages, and has a particular interest in discourse analysis, as well as social listening.

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Sabrina has a passion for helping clients build customer centric businesses to promote growth. She’s built up 10 years of insight experience working across methodology and industry, with particular focus on online communities. She brings this expertise to Motif, collaborating with new clients to design projects that will drive customer loyalty for business growth.


Nathan Hester, Head of Qualitative

As Head of Qual, Nat helps new and existing clients increase customer loyalty through a range of qualitative methods. With over 20 years’ experience working across a variety of sectors with some of the UK’s biggest brands, he has a successful track record of delivering projects for clients that drive business change and growth. Nat also has a fascination with behavioural economics and the impact of this on consumer decision making and loyalty.



Richard has a genuine passion for helping clients to reach better business outcomes through building more loyal customer relationships. He has around 25 years’ experience in consumer and B2B insight. In particular he has helped to grow clients’ businesses in Financial Services, Education and Healthcare sectors.


Santosh Makhani, Insight Director

Santosh is an insight expert focused on delivering critical knowledge to help business growth. He works with clients to develop new products and services as well as improve customer experiences - positively influencing both customer loyalty & commitment. With over 15 years’ experience Santosh brings a steely logic, rigour, attention to detail and business understanding to the financial services, utilities and tech/telecom sectors.



Kevin is a lifelong innovator of research solutions, and has held senior responsibility for this in a number of research agencies. His fields of expertise include customer loyalty, brand strategy, communications effectiveness and new product development, as well as advanced analytics and behavioural economics.

He is also an enthusiastic presenter with a sharp eye for insights that will make a difference to a client’s business.