Customer Insights Specialist

United Kingdom·Londonmid

OtherInsights

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Quick Summary

Key Responsibilities

Own and continuously improve how we measure and monitor CX across the full customer lifecycle, from awareness through retention & reactivation,

Technical Tools

OtherInsights

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

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 a step-change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale.

About the Role

~1 min read

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.

Responsibilities

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→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

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.

What We Offer

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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

✓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)