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Michael L. has extensive experience in customer experience management and usability optimization, currently serving as Customer Experience Manager and previously as Global Usability and Optimisation Manager at Glassbox since May 2019. Prior to this, Michael worked as an Insights Consultant at SessionCam until February 2024 and as a CRO Insights Analyst at Affinity Agency from June 2018 to May 2019. Additional experience includes a User Experience and Conversion Rate Optimisation Executive position at Anglian Home Improvements, along with various roles at Call Connection, including Marketing Coordinator, Business Coordinator, IT Tester, and Call Transfer Agent. Michael holds a BSc in Physics from the University of Exeter, completed in 2006.