Customer Insights Specialist

About the role HeliosX is hiring a Customer Insight Specialist to build and scale our CX insight capabilities. You'll ensure HeliosX's decision-making is rooted in evidence-based customer understanding, going beyond metrics like NPS, CSAT & TrustPilot score to uncover what truly drives customer experience & sentiment at scale. You'll be responsible for translating a wide variety of Voice of Customer (VoC) signals into clear, data-driven, actionable insights. You will directly shape strategic priorities & help teams confidently prioritise the most valuable opportunities for both our customers and the business. What you'll be doing:

• Own and continuously improve how we measure and monitor CX across the full customer lifecycle, from awareness through retention & reactivation, identifying key drivers & blockers at each stage
• Manage & optimise our CX analytics platform (SentiSum), combining multiple VoC sources including surveys, customer support tickets & TrustPilot to extract actionable insights
• Champion the use of technologies, including AI, to understand consumer priorities & surface emerging trends faster & at scale
• Translate qualitative customer insights into measurable data points & metrics that influence business priorities
• Partner closely with our Data Analytics, Product, Strategy & Customer Support team to align business priorities with quantifiable retention & value opportunities
• Work with Analytics & UX Research teams to integrate customer insights with behavioural & commercial data
• Embed evidence-based customer perspectives into decision-making processes, influencing both short-term experiments & long-term business strategy
• Implement an effective customer insights reporting system, including monthly insights reports, cross-functional presentations & always-on trackers tailored to different teams
• Quantify customer impact & provide actionable recommendations to relevant teams
What you'll bring to the role:
• Minimum 3 years in Customer Insights or CX roles, ideally in a fast-paced D2C environment, with a proven track record of driving business results and shaping roadmaps.
• Demonstrated experience managing end-to-end Voice of the Customer (VoC) systems and CX programs, and ability to manage VoC analytics platforms (e.g., Qualtrics, Chattermill, SentiSum).
• Skilled at designing and executing quantitative research, particularly customer lifecycle surveys (NPS, churn, CSAT), and comfortable working with high-volume feedback data.
• Comfortable applying genAI and NLP to scale insight generation.
• Experience collaborating with and influencing CRM, Product, Strategy, and Customer Support teams.
• Collaborative, alignment-focused, and commercially grounded, with a pragmatic and customer-obsessed mindset.
• Insightful and action-oriented, using rigorous storytelling to influence decisions and deliver meaningful business outcomes.
• Ideal: experience in customer insight or CX in healthcare or a similarly regulated environment where customer privacy is crucial.
Benefits
• 25 days holiday plus UK Bank Holidays (excluding two per year)
• Private health insurance, along with extra dental and eye care cover
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)
  
  Minimum 3 years in Customer Insights or CX roles, ideally in a fast-paced D2C environment, with a proven track record of driving business results and shaping roadmaps.
• Demonstrated experience managing end-to-end Voice of the Customer (VoC) systems and CX programs, and ability to manage VoC analytics platforms (e.g., Qualtrics, Chattermill, SentiSum).
• Skilled at designing and executing quantitative research, particularly customer lifecycle surveys (NPS, churn, CSAT), and comfortable working with high-volume feedback data.
• Comfortable applying genAI and NLP to scale insight generation.
• Experience collaborating with and influencing CRM, Product, Strategy, and Customer Support teams.
• Collaborative, alignment-focused, and commercially grounded, with a pragmatic and customer-obsessed mindset.
• Insightful and action-oriented, using rigorous storytelling to influence decisions and deliver meaningful business outcomes.
• Ideal: experience in customer insight or CX in healthcare or a similarly regulated environment where customer privacy is crucial.
  
  25 days holiday plus UK Bank Holidays (excluding two per year)
• Private health insurance, along with extra dental and eye care cover
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)