HeliosX - Customer Insights Specialist

London4w ago

In Office Mid EMEA Data Analytics Customer Support Specialist Reporting

Responsibilities

• 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

Benefits

• 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: • 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 • Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)