Customer Insights Specialist

HeliosX Group; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

25 days holiday plus UK Bank Holidays

Private health insurance

Cycle-to-work Scheme

Enhanced parental leave

Job summary

HeliosX Group is seeking a Customer Insight Specialist to enhance customer experience insights. This role involves managing CX analytics, translating customer feedback into actionable strategies, and using AI to identify emerging trends. The ideal candidate will have at least 3 years of experience in customer insights within fast-paced environments, showing a proven ability to drive business impact.

Benefits include 25 days of annual leave, private health insurance, and a cycle-to-work scheme, among others.

Qualifications

• Minimum 3 years in Customer Insights or CX roles, ideally in D2C environments.
• Experience managing end-to-end VoC systems and analytics platforms.
• Skilled at designing and executing quantitative research.

Responsibilities

• Own and improve CX measurement across the customer lifecycle.
• Manage and optimize CX analytics platform to extract insights.
• Transform qualitative insights into measurable metrics.

Skills

Customer Insights Experience

VoC Analytics Platforms

Quantitative Research Skills

AI and NLP Application

Collaboration with Teams

Tools

Qualtrics

Chattermill

SentiSum

Job description

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:

• Minimum 3 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.

Benefits

• 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)