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- Tasks: Lead customer insights and improve experiences for over 200,000 businesses.
- Company: Join Capital on Tap, a fintech revolutionising small business finance.
- Benefits: Enjoy private healthcare, 28 days holiday, and a dog-friendly office.
- Why this job: Make a real impact by shaping customer experiences in a fast-growing company.
- Qualifications: Experience in customer insights and strong analytical storytelling skills required.
- Other info: Hybrid role with excellent career growth and a commitment to diversity.
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. Today, we provide an all-in-one business credit card & 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; you will 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, Complaints MI; analysing sentiment trends, and driving initiatives to improve customer advocacy.
- Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (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. Your team will identify friction points, map new features, and ensure the customer voice is central to process design.
- 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
- 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)
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).
UK DE&I Data At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.
Customer Insights Manager 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 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 making an impact.
✨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 before 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 info and might even lead to a referral, which is always a bonus!
✨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 the team at Capital on Tap.
We think you need these skills to ace Customer Insights Manager 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 customer insights, analytical storytelling, and any relevant methodologies you've used. We want to see how you can bring your unique skills to our team!
Showcase Your Analytical Skills: Since this role involves a lot of data interpretation, be sure to include examples of how you've successfully synthesised complex data into actionable insights. We love seeing candidates who can bridge the gap between data and decision-making!
Be Authentic: At Capital on Tap, we value authenticity and inclusivity. Don’t hesitate to let your personality shine through in your application. Share your passion for improving customer experiences and how you’ve made an impact in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation about how you can join our team!
How to prepare for a job interview at Capital on Tap
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer insights and experience metrics like NPS and CSAT. Familiarise yourself with how these metrics impact business decisions, as you'll need to articulate their importance clearly.
✨Master Analytical Storytelling
Practice synthesising complex data into compelling narratives. Prepare examples of how you've turned data into actionable insights in previous roles, as this will be crucial for the role and impress your interviewers.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in mentoring or leading teams through problem-solving processes. Share specific instances where you guided analysts or drove initiatives that improved customer experience.
✨Embrace Continuous Improvement
Demonstrate your enthusiasm for continuous improvement by sharing examples of how you've implemented changes based on customer feedback or data analysis. This mindset aligns perfectly with Capital on Tap's values.
