Consumer Insights Specialist

HeliosX is hiring a Customer Insight Specialist to scale our CX insight capabilities and contribute to developing a genuinely impactful VoC programme. If you are obsessed with implementing better ways to understand what really matters to customers, find joy in driving action and tangible business impact, this is the role for you. You’ll ensure HeliosX's decision-making is rooted in evidence-based customer understanding, going beyond metrics like NPS, CSAT and TrustPilot score to uncover what truly drives customer experience.

You’ll be responsible for translating a wide variety of Voice of Customer (VoC) signals into clear, data-driven, actionable insights for a wide range of teams, from Execs to Brand, Product, CS, Ops and many more. You will directly shape strategic priorities by being a leading contributor to our VoC programme and help teams confidently prioritise the most valuable opportunities for both our customers and the business.

What you’ll be doing:

• Own and improve how we measure and monitor CX across the full customer lifecycle, from awareness through retention and reactivation, identifying key drivers and blockers at each stage.
• Manage and optimise our VoC analytics platforms and capabilities, using your expertise in triangulating qualitative and quantitative signals from data sources such as customer surveys, support tickets and social listening platforms.
• Develop and continue innovating on mixed-method approaches to combine qualitative customer feedback with operational, behavioural and commercial data to effectively shape business priorities.
• Champion the use of technologies, including AI, to deeply understand consumer priorities, surface emerging trends faster and generate compelling insight outputs.
• Partner closely with our Business Analytics, Customer Support, Product, UXR and Commercial teams to uncover quantifiable customer retention opportunities.
• Embed evidence-based customer perspectives into decision-making processes all across the business, influencing both short-term experiments and long-term business strategy.
• Implement an effective customer insights reporting system, including monthly insights reports, cross-functional presentations, and live VoC dashboards tailored to different teams.

What you'll bring to the role:

• Seniority: 5+ years in Customer Insights, Customer Research, or CX Insight roles, ideally in a fast-paced D2C environment, with a proven track record of driving business results and shaping cross-functional roadmaps.
• VoC programme experience: You have demonstrated experience managing end-to-end Voice of the Customer (VoC) or CX programs, alongside familiarity with VoC or CX research and analytics platforms (e.g., Qualtrics, Chattermill, SentiSum).
• Research skills: You are proficient at personally running quantitative research studies end-to-end, particularly customer experience surveys (e.g., NPS, exit/churn, CSAT, RI), including designing, setting up, launching and analysing yourself.
• Analytical skills: You are an expert working with high-volume, multi-source feedback data and using rigorous statistical methods, technology and critical sense to assess patterns, distinguishing between actionable insights and noise.
• Communication style: You are an engaging communicator at all levels of the organisation, with a track record of collaborating with and influencing Leadership, Product, Marketing, Strategy and Operations teams.

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of marketeers, scientists, clinical researchers, physicians, pharmacists, engineers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 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).