Customer Insights Specialist

Ready to revolutionize healthcare, making it faster and more accessible than ever before? 

How we started:

Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth. 

Where we are now:

We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (200% year-on-year growth). We're looking to do the same in 2025; move into new territories and further accelerate our growth journey. There's never been a more exciting time to join HeliosX.

Where we're going:

Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone. 

Come be a part of making our dream of easier and faster healthcare a reality

The Opportunity

Build and scale our CX insight capabilities to ensure that HeliosX's decision-making is rooted in evidence-based customer needs, priorities, and experiences.This role will contribute to driving customer retention and value by deeply understanding and activating the voice of the customer (VOC) across the business. While CX metrics (e.g. NPS, CSAT, TrustPilot score) are a helpful starting point, this role will ensure we go beyond the numbers to understand what really drives our customer experience and sentiment at scale, translating a wide variety of VOC sources into clear, data-driven, and actionable insights that guide our strategic priorities as a business. By rolling out a customer-focused, commercially grounded system to identify and track what matters the most across the customer lifecycle, this role ensures that our teams confidently prioritise the most valuable opportunities for both our customers and the business.

This is a full time, permanent role. The successful candidate will have a hybrid working arrangement, with two days per week in our Shoreditch WeWork. 

What you'll do

Implement a best-in-class CX insights system

• Improve the ways in which we measure and monitor the Customer Experience (CX) across the entire customer lifecycle, from awareness through retention and reactivation. The goal is to identify the key drivers and blockers for key stages of the customer journey 
• Manage and continuously improve the way we use our CX analytics platform (SentiSum), to ensure we extract actionable insights by triangulating multiple sources of the Voice of Customer (VoC), such as CX surveys, customer support tickets, and TrustPilot
• Champion the use of cutting-edge approaches and technologies, including AI, to understand consumer sentiment and spot emerging trends faster and at scale 
• Translate qualitative customer insights into measurable data points and metrics to influence business priorities

Unlock customer retention opportunities through actionable customer insights

• Partner with CRM, Product, Strategy, and Customer Support teams to align business priorities with quantifiable opportunities that drive retention and value
• Work with Analytics and UXR teams to integrate customer insights with behavioural and commercial data to ensure our business scales in a customer-focused, commercially grounded way

Elevate the Voice of the Customer (VoC) across the business

• Contribute to our customer-centric culture by leveraging your genuine passion for putting customers first to engage cross-functional teams and integrate customer needs into all initiatives
• Embed evidence-based customer perspectives into our decision-making processes, influencing both short-term experiments and long-term business strategy
• Implement an engaging and effective customer insights reporting system, including preparing monthly insights reports, presenting customer insights in cross-functional and company-wide forums, and tailoring always-on trackers to support different teams 
• Help optimise customer and brand experiences by quantifying customer impact and providing actionable recommendations to relevant teams (e.g., Growth, CRM, Product, and Customer Support)

What you'll bring to HeliosX

• Min. 3 years of relevant experience in Customer Insights or customer experience (CX) roles, ideally in a fast-paced D2C environment
• Track record of driving business results and shaping roadmaps through customer insights 
• Experience collaborating closely and influencing CRM, Product, Strategy and Customer Support teams through actionable customer insights
• Demonstrated experience managing Voice of the Customer systems, and CX / VOC programmes
• Ideal: experience in customer insight or CX in healthcare or a similarly regulated environment where customer privacy is crucial
• Designing and executing quantitative research, particularly customer lifecycle surveys (such as NPS, churn, and other CX surveys), in line with best practices
• Demonstrated ability to manage Voice of the Customer analytics systems and platforms (e.g. Qualtrics, Chattermill, SentiSum) 
• Skilled and passionate about using the latest technology (especially genAI and NLP) to scale insight generation
• Comfortable working with feedback data (surveys, support tickets, reviews) at scale

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 the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Employee Pension with Smart Pensions
• 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

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