Heritage

Why we’re
different

Find out why

CX Principles and Behavioural Biases Framework

To accelerate customer experiences and bring something extra special to the businesses we work with, we have researched, developed and created 8 Customer Experience Principles.

With the help of the Psychology Department at Nottingham University and Nottingham Trent University, we have been able to dive deep into the nuances of CX. With this, we have gained a holistic understanding of how customers tick so we can deliver memorable experiences.

What’s more, we have researched and developed 34 Behavioural Biases that seek to understand how people think, feel and act in different situations and contexts. The Diversity Behavioural Biases Framework is applied to everything we do so we can better understand and connect with your customers.

We’re here to work closely with you, our brand partners, and operate as an extension of your business to get under the skin of your customers and establish deep connections.

Sustainability

Sustainable initiatives for 2024

While there’s still much to learn and develop, we’re actively taking green steps toward building a more sustainable future.

Measuring our carbon footprint from 2023, so we can continue to be mindful of what we use in our offices and move closer to our sustainability goals.
Through the SME Climate Hub, we have committed to lowering our impact on the environment through authentic action and have made the agreement to halve our emissions by 2030.

Meet the Team

Get to know the faces behind the strategy, creativity and marketing.

Daniella Hawkins

Account Manager

Introducing Daniella (Dani), our accomplished account manager who has been working in the creative team at Diversity for 3 years. She’s a photography graduate who brings creativity and attention to detail to every job. She is an organisational queen that juggles projects, people and clients on a daily basis, and with a passion for managing and watching projects succeed, Dani forms close client relationships quickly.
Jamie Warnock

Designer & Developer

Jamie or J, our developer who has been working in the industry for over 30 years. He bridges the gap between design and development, transforming simplistic elegant design into pixel-perfect digital media, always embracing new evolutions in the digital space and the ever-evolving web standards.
Jenny Deeming

Account Executive

Introducing Jenny, a valuable member of our team. With an impressive first-class degree in English and Linguistics, she brings excellent communication skills and innovative marketing ideas. As a people-oriented individual, she thrives on engaging with clients and building meaningful connections throughout the day.
Jessica Clarke

Customer Experience Executive

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Joel Cage

Creative Director

Introducing Joel (JC), our creative director with over 15 years of industry experience. Working with renowned brands to startups, our creative leader thrives on conceptualisation and bringing ideas to life. Joel manages the team of creatives and oversees our high-quality creative output ensuring we’re always on point.
Karen Hirons

Customer Experience Manager

Introducing Karen, our esteemed operations manager for the CRM team. Karen has been with Diversity for a decade and during this time she has had roles in customer service and accounts. She thrives on the diverse nature of her responsibilities, which keeps her focused and adaptable.
Kate Swarbrooke

Senior Account Manager

Introducing Kate, our senior account manager with over 25 years of experience in the industry. With a background in marketing account management and a skillset that covers print, branding, digital marketing strategy, interior and exterior graphics, Kate brings immense value to the team.
Lauryn Steel

Account Executive

Introducing Lauryn, our account executive who is a dedicated member of the team. With her degree in Business Management and Marketing, combined with a passion for social media and a flair for creativity, Lauryn brings an invaluable perspective to our team. She thrives on building excellent client relationships and her favourite days in the office are those featuring the office pups!
Lucinda Batchelor

Senior Copywriter

Introducing Lucinda (Lu), our senior copywriter who has been working in the industry for over 10 years. With her degree in English and Creative Writing, she crafts tailored tones of voice to align with each brand identity and writes copy for a diverse range of mediums, including emails, leaflets, scripts and social media.
Marianna Forbes

Customer Experience Executive

Introducing Marianna (Maz), our multi-skilled customer service executive who has been an invaluable member of the team for over 6 years. She’s our first point of call for all of our current and new scheme members and clients, delivering excellent and prompt customer service for our main clientele such as Trustmark, VELUX and Candlestick Press – just to name a few!
Paul McKeown

Designer & Animator

Introducing Paul, our seasoned motion designer and video editor with almost ten years of valuable experience. Throughout his career, he has contributed his expertise to renowned global brands including Disney, ITV and WD-40, among others. Paul’s true passion lies in the art of drawing and creating captivating motion. Witnessing the wows of clients as their brands are brought to life is what motivates him to constantly push the boundaries.
Sam Lucas

Account Director

Meet Sam, our dedicated account director who has been at Diversity for over ten years. He ensures performance is on point throughout the business. His passion lies in creating solutions through strategic and innovative customer-centric approaches. He thrives on challenges and seeing the positive impact our work has on clients.
Sean McCluskey

Financial & Operations Director

Introducing Sean, our finance and operations director who has been with Diversity nearly a decade. He brings over 30 years of accounting, finance and compliance experience, and is committed to delivering nothing short of excellent customer experiences.
Simon Elliott

Managing Director

Introducing Si, our charismatic managing director who specialises in delivering excellent customer experiences. His areas of expertise include behavioural science, digital strategy and public speaking, which brings a unique perspective to the customer experience landscape.
Vicki Parker

Digital Designer

Introducing Vicki, our digital designer who has been with Diversity for nearly four years. She’s a super organised individual with 12 years of experience in the industry and brings with her a world of creativity, which allows her to effortlessly evolve the creative direction of any brand. Her favourite part of the job is drawing on the Wacom Cintiq where she elevates concepts and manipulates photos.