Senior Customer Insights Manager

HeliosX; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Generous equity allocations with Upsis

Annual leave alongside public holidays

Private health insurance incl. pre‑x,;

Pension scheme

Enhanced parental leave

Cycle-to-work scheme

Electric car scheme

Free Dermatica and MedExpress products

Annual home working and L&D allowance

Free Headspace subscription

Job summary

HeliosX is seeking a senior insights professional to lead upstream discovery, validate new products and services, and inform strategic decisions with customer evidence. You will partner with the Physical Product and Customer Value teams to shape the roadmap, ensure learning informs launches, and build our insights capability as we scale globally.

You will translate customer needs into measurable opportunities, run sophisticated tests (conjoint, price/value), and present clear recommendations to

Qualifications

• 7+ years in consumer, customer or proposition insight, ideally in-house in a D2C, subscription or physical + digital business.
• Owns research end to end: designs, runs and analyses mixed-method studies, including advanced quant and qual.
• Turns findings into clear stories and recommendations for senior stakeholders.
• Builds the commercial case alongside the customer case and weighs how opportunities fit the portfolio.
• Proactive as well as reactive: surfaces opportunities via horizon scanning or trend sources.
• Turns vague, strategy-led questions into research and helps build the team’s innovation practices.

Responsibilities

• Lead upstream discovery research to uncover unmet needs across products, experiences and services.
• Design and run concept testing and willingness-to-pay tests.
• Link consumer feedback with commercial data to inform launches and improvements.
• Partner with senior leaders from Physical Product and Customer Value to drive launches.
• Triangulate primary research with behavioral and commercial data with UX partners.
• Manage vendors and fieldwork for studies and lead on best practices for insights.

Skills

Years of experience in consumer/prop.洞

End-to-end research

Communicate insights to stakeholders

Commercial math & storytelling

Horizon scanning

Ambiguity tolerance

Job description

How we started:

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.

Where we are now:

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. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. 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.

Where we’re going:

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.

There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!

About the role

HeliosX exists to provide trusted access to life-changing treatments, empowering happier, healthier lives. Today that means MedExpress, with its weight loss and sexual health treatments, and Dermatica, with its dermatologically led skincare: different brands, one belief that patients and customers across the UK, Europe and the US deserve the most effective treatments available. As a market leader, we want to stay at the forefront, offering treatments and experiences that are as innovative and valuable as they are effective.

This role is how we make sure we get there by listening first. You will uncover the needs people are still waiting for us to meet, test new products and service propositions with real customers before we commit to them, and work out what they genuinely value and why. Then you will follow our launches through to learn what really worked, and help iterate to maximise customer and business value.

Partnering closely with the Physical Product, Proposition and Customer Value teams, you will make customer evidence core to what HeliosX builds next and delivers to customers every day, ensuring that our learning compounds with every launch. We are still building the Insights team, so this is a rare chance to join early, set the standard, and turn customer insight into confident decisions at the highest levels of the business.

What you’ll be doing:

Find, shape and validate what we build next

• Lead upstream discovery research (workshops, ethnography, opportunity mapping) to uncover unmet customer needs and opportunities across physical products, physical experiences and services, feeding the annual product and service roadmap
• Proactively run horizon scanning and foresight to spot emerging trends in products and customer experiences that could feed our innovation pipeline, and bring opportunities that are not yet on the radar to the business
• Design and run concept testing and willingness-to-pay / price and value testing, using the full range of advanced quantitative and qualitative methods
• Generate the insights that shape product positioning, marketing decisions and campaigns, working with our category and product marketing experts to make sure our launches reach the right customers with the right message

Drive confident, commercially grounded decisions

• Link consumer feedback, experiences, needs and context with commercial data and analytics, and bring the story to life, so senior stakeholders can make confident trade‑off decisions on what to launch, improve or stop: a physical product, a new type of service, or an improvement to an existing service
• Act as a true partner to our senior Physical Product and Customer Value leaders (i.e, our commercial team), from the earliest idea through to the most successful launches
• Bring a portfolio perspective, helping leaders weigh individual products and services against each other and against the wider portfolio rather than in isolation
• Communicate, engage and influence senior stakeholders and teams across the business, then activate and track impact: follow up on how insights shaped decisions and report on outcomes, not just deliver and file

Close the loop and build the capability

• Analyse post-launch performance, customer profile and commercial, and feed the learnings into the next roadmap cycle
• Work with Business Analytics and UXR to triangulate primary research with behavioural, commercial and usability data, rather than researching in isolation
• Manage vendors, panels and fieldwork for own studies (recruit, brief, quality‑control)
• Lead on the experimentation with and implementation of best practices and cutting‑edge methods for innovation and proposition insight generation

What you'll bring to the role:

• 7+ years in consumer, customer or proposition insight, ideally in‑house in a D2C, subscription or physical + digital business
• Owns research end to end: designs, runs and analyses mixed‑method studies, including advanced quant (choice‑based conjoint, Van Westendorp, Gabor‑Granger) and qual (moderation, workshops, ethnography)
• Evidence that their research shaped real launch decisions on new products, new services or improvements to existing ones, with outcomes for customers and the business
• Builds the commercial case alongside the customer case (demand, willingness to pay against margin) and weighs how an opportunity fits the wider portfolio and company strategy
• Proactive as well as responsive: has surfaced opportunities the business wasn’t looking at, for example through horizon scanning, social listening or trend sources
• Turns findings into clear stories and recommendations for senior non‑research stakeholders
• Comfortable with ambiguity: can turn vague, strategy‑led questions into research, and wants to help build the team’s innovation practices

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

#LI-Hybrid

#LI-Senior

#LI-Director