Elizabeth Puddicombe

Lead social and community customer experience strategy for QuickBooks EMEA, strengthening the connection between the brand and its small to mid-market audience across key digital platforms. Develop and execute community-led content initiatives that drive engagement, retention, and revenue, with a focus on delivering value beyond product promotion. Partner cross-functionally with product, design, marketing, and customer success teams to ensure product updates and key messaging are clearly communicated, customer-informed, and aligned. Build and nurture an engaged online community with a 500K monthly viewership, proactively surfacing voice ofcustomer insights and translating them into actionable recommendations that influence product development, improve customer experience, and support commercial growth.

I led the content strategy for a fast-growing insurtech brand on a mission to support newcomers to the UK. As the team member closest to the customer, I regularly run surveys, interviews, and feedback sessions to discover the real questions, needs, and barriers our audience faces and use those insights to shape content that truly serves them. I manage the content strategy across blogs, newsletters, videos, social media, and digital guides, making sure everything we produce is not only engaging but also accessible, inclusive to language barriers, and practical. I also lead virtual events where I bring in expert voices. Working closely with design, product, and customer happiness teams, I guarantee our content is always aligned, connected, and driven by what matters most to me, the customer.

Owned the content and programming strategy for educating and engaging sellers on TikTok Shop. Led the creation of live webinar content, platform resources, and seller comms that combined clarity, creativity, and practical guidance. Developed the TikTok Shop Launchpad Programme, a four-week virtual training journey that included live sessions, content planning, and live webinars. The programme drove a 41% increase in product uploads, 71% boost in shoppable content, and helped 58% of participants begin generating revenue. Also co-authored the 2024 Merchant and Product Playbooks, now used across EMEA.