Consumer Insights Specialist

HeliosX is hiring a Customer Insight Specialist to scale our CX insight capabilities &​ 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 &​ 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 &​ 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 &​ many more. You will directly shape strategic priorities by being a leading contributor to our VoC programme &​ help teams confidently prioritise the most valuable opportunities for both our customers &​ the business.

What you’ll be doing:

• Own &​ improve how we measure &​ monitor CX across the full customer lifecycle, from awareness through retention &​ reactivation, identifying key drivers &​ blockers at each stage
• Manage &​ optimise our VoC analytics platforms &​ capabilities, using your expertise in triangulating qualitative &​ quantitative signals from data sources such as customer surveys, support tickets &​ social listening platforms
• Develop &​ continue innovating on mixed-method approaches to combine qualitative customer feedback with operational, behavioural &​ commercial data to effectively shape business priorities
• Champion the use of technologies, including AI, to deeply understand consumer priorities, surface emerging trends faster &​ generate compelling insight outputs
• Partner closely with our Business Analytics, Customer Support, Product, UXR &​ 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 &​ 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 &​ 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 &​ 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 &​ analysing yourself
• Analytical skills:

You are an expert working with high-volume, multi-source feedback data &​ using rigorous statistical methods, technology &​ 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 &​ influencing Leadership, Product, Marketing, Strategy &​ 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
• Pension scheme
• 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)