Karen Collins | Who's who | TMI - Experts in Customer Experience

Karen Collins


Karen Collins

My Experience

My career started in Sales & Marketing with a global computer manufacturer. I worked my way into operational management, developing my knowledge and passion for customer service.  Knowing there was more to life than the world of computers and to paraphrase a famous line, I attended a TMI workshop and loved it so much, I joined the company.

Since then I have worked on assignments throughout the UK, Europe and the United States, gaining considerable experience across diverse cultures and organisations including Aer Lingus, Eurostar, Heathrow Airport, Heathrow Express, Miele, Standard Life, The London Clinic and John Lewis.


I still get thrilled at the beginning of every new assignment/project – I just love helping people to solve problems.

What I do at TMI

Having grown up with the business, I have developed a broad range of skills but now specialise in helping organisations improve their service experience and performance. I am involved with clients from the very beginning, from initial scoping discussions right through to assignment completion.  Over the years I have honed my knowledge and skills in qualitative research and creative design, often taking responsibility for leading projects, as well as being an active member of a client solutions team.

What do I bring to Clients

Having clocked up over 20 years with TMI, I have had the privilege to work with some of the greatest brands in the world, their leaders, employees and customers, helping me build a complete collection of skills, experiences and best practice. Known for my energy, enthusiasm and tenacity, I still get thrilled at the beginning of every new assignment/project – I just love helping people to solve problems, and make things better for themselves, their organisations and in turn their clients. I get real pleasure in building relationships and nothing excites me more than getting to the end of a piece of work and seeing that our relationship with our client has evolved into one of mutual trust, respect and often friendship.

When I'm not working

I’m an expert in the art of retail therapy, specialising in shoe and handbag collections. It’s hard work but the rewards are worth it (just please don’t tell my husband!). With the rest of my spare time, I try to stay in shape,  walking and spin cycling, and am often found enjoying the fruits of my organic garden – well, if I can get to the produce before the slugs!