At a Glance
- Tasks: Drive customer insights and shape impactful strategies for a leading healthcare company.
- Company: HeliosX, a diverse team dedicated to improving global healthcare.
- Benefits: 25 days holiday, competitive salary, and a collaborative work environment.
- Other info: Join a passionate team of experts committed to innovation and growth.
- Why this job: Make a real difference in healthcare by understanding customer needs and driving change.
- Qualifications: 5+ years in customer insights with strong analytical and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Insights Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HeliosX Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HeliosX Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Consumer Insights Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HeliosX Group:Your cover letter is your chance to shine! Tell us why you want to work at HeliosX Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HeliosX Group!
How to prepare for a job interview at HeliosX Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
