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- Tasks: Lead customer insights and improve experiences for small business owners.
- Company: Join Capital on Tap, a fintech helping over 200,000 businesses thrive.
- Benefits: Enjoy private healthcare, generous holiday, and a fun office environment.
- Why this job: Make a real impact on customer experience in a dynamic, innovative setting.
- Qualifications: Experience in customer insights and strong analytical storytelling skills required.
- Other info: Hybrid role with a vibrant culture and opportunities for growth.
The predicted salary is between 36000 - 60000 £ per year.
We’re Capital on Tap. Capital on Tap was founded with the mission to help small business owners and make their lives easier. We provide an all-in-one business credit card and spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment. This is a Hybrid role, working from our Cardiff office 3 days per week.
What You’ll Be Doing:
- Executive Reporting & Commentary: Own the narrative for senior stakeholders; write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence.
- Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, and Complaints MI; analyse sentiment trends, and drive initiatives to improve customer advocacy.
- Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from QA, Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience.
- Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points.
- Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Identify friction points, map new features, and ensure the customer voice is central to process design.
We’re Looking For:
- Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role.
- Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences.
- CX Methodologies: Experience with Customer Journey Mapping tools and techniques, with a track record of using them to drive process improvements.
- Leadership Skills: Experience supporting or mentoring analysts, with the ability to guide teams through complex problem-solving methodologies.
- Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable.
- Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement.
Diversity & Inclusion: We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks: We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
- Private Healthcare including dental and opticians services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- Octopus EV Salary Sacrifice Scheme
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog Friendly Offices
- Free drinks and snacks in our offices
Interview Process:
- First stage: 30 minute intro and values call with Talent Partner (Video call)
- Second stage: 45 minute CV overview with Team Manager (Video call)
- Final stage: 60 minute technical assessment with Head of Department (In person)
Other Info: Check out our "Top Tips" for interviewing. Keep updated on new job opportunities by following us on LinkedIn. Email careers@capitalontap.com if you have any questions. Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).
Customer Insights Manager in Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Manager in Cardiff
✨Tip Number 1
Get to know the company inside out! Research Capital on Tap's mission, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your storytelling skills! As a Customer Insights Manager, you'll need to translate complex data into compelling narratives. Prepare examples of how you've done this in the past to impress during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially a referral, which can really boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our awesome team at Capital on Tap.
We think you need these skills to ace Customer Insights Manager in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Insights Manager role. Highlight your experience in insights and analytical storytelling, as this will show us you understand what we're looking for.
Showcase Your Analytical Skills: We love a good story, especially when it’s backed by data! Use your application to demonstrate how you've synthesised complex data into actionable insights in previous roles. This will really resonate with us.
Be Authentic: Don’t be afraid to let your personality shine through in your application. We value authenticity and want to see the real you, so share your passion for customer experience and continuous improvement.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Capital on Tap
✨Know Your Customer Insights
Before the interview, dive deep into Capital on Tap's customer insights and their approach to customer experience. Familiarise yourself with their Net Promoter Score (NPS) and how they utilise customer feedback to drive improvements. This will show your genuine interest in the role and help you speak their language.
✨Master Analytical Storytelling
Prepare to demonstrate your ability to synthesise complex data into clear narratives. Think of examples from your past experiences where you've turned data into actionable insights. Practising how to present these stories succinctly will impress the interviewers, especially when discussing your analytical skills.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in mentoring or leading teams, particularly in the context of customer insights or root cause analysis. Share specific instances where you guided a team through problem-solving processes, as this aligns perfectly with what they're looking for in a Customer Insights Manager.
✨Embrace Continuous Improvement
Capital on Tap values a continuous improvement mindset. Prepare to talk about how you've fostered this in previous roles. Bring examples of initiatives you've led that resulted in process enhancements or improved customer experiences, showcasing your proactive approach to driving change.
