At a Glance
- Tasks: Lead customer insights to enhance healthcare experiences and drive strategic decisions.
- Company: Join HeliosX, a fast-growing healthcare tech company revolutionising access to care.
- Benefits: Enjoy equity options, private health insurance, generous leave, and wellness perks.
- Other info: Be part of a diverse team committed to improving global healthcare.
- Why this job: Make a real impact on healthcare by shaping customer experiences at scale.
- Qualifications: 7+ years in customer insights, with experience in D2C environments preferred.
The predicted salary is between 56700 - 69300 £ per year.
Ready to revolutionize healthcare, making it faster and more accessible than ever before? Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.
We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. This is growth with measurable, life-changing impact at scale.
Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.
2026 is another significant year for HeliosX. Our ambition is to surpass £1.1bn in revenue, continue expanding thoughtfully into new international markets and broaden our condition and treatment portfolio. As we scale, we're focused on building the technology, operational excellence and clinical capabilities that will support sustainable long-term growth. Joining HeliosX now means helping shape the systems, teams and products that will define the next chapter of digital healthcare. You'll be solving complex problems at pace, working alongside exceptional people and building products that genuinely improve lives at scale.
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:
- Approx. 7+ 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.
Life at HeliosX: 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 engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, 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 some of the other benefits you may be eligible for coming on board:
- Generous equity allocations with significant upside potential.
- Annual leave allowance alongside public holidays.
- Private health insurance, along with pre-existing condition, dental, and eye care cover.
- Pension scheme.
- Enhanced parental leave.
- Cycle-to-work scheme.
- Electric car scheme.
- Free Dermatica and MedExpress products every month, as well as family discounts.
- Annual home working and L&D allowance.
- Free Headspace subscription, employee assistance programme, and discounted gym memberships.
Customer Insights Lead in London employer: HeliosX
At HeliosX, we are dedicated to transforming healthcare into a more accessible and efficient experience for everyone. As a People Systems Lead, you will be part of a dynamic team that values innovation and collaboration, with ample opportunities for professional growth and development. Our supportive work culture, combined with competitive benefits such as generous equity allocations, private health insurance, and a commitment to employee well-being, makes HeliosX an exceptional employer for those looking to make a meaningful impact in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HeliosX. 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 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 Customer Insights Lead 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:Your cover letter is your chance to shine! Tell us why you want to work at HeliosX 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!
How to prepare for a job interview at HeliosX
✨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.
