Customer Insights Leader — CX Strategy & RCA

Applied Intuition Inc.; Cardiff; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A fast-growing fintech company in Cardiff is looking for a Customer Insights Manager to improve customer experience through data analysis and strategic initiatives. This hybrid role emphasizes leadership, analytical storytelling, and collaboration. Ideal candidates will have experience in customer insights or quality assurance. Competitive perks include private healthcare, travel insurance, and a vibrant office atmosphere, making it a supportive environment for personal and professional growth.

Benefits

Private Healthcare including dental and opticians services

Worldwide travel insurance

Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)

Salary Sacrifice Pension Scheme up to 7% match

Octopus EV Salary Sacrifice Scheme

28 days holiday (plus bank holidays)

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog Friendly Offices

Free drinks and snacks in our offices

Qualifications

• Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance role.
• Exceptional ability to synthesise data from multiple sources and write compelling commentary.
• Experience with Customer Journey Mapping tools and techniques.

Responsibilities

• Own the narrative for senior stakeholders and write high-level commentary.
• Lead on specific CX metrics including NPS and complaints.
• Design, implement, and maintain comprehensive reporting frameworks.

Skills

Analytical Storytelling

Leadership Skills

CX Methodologies

Continuous Improvement Mindset

Job description

A fast-growing fintech company in Cardiff is looking for a Customer Insights Manager to improve customer experience through data analysis and strategic initiatives. This hybrid role emphasizes leadership, analytical storytelling, and collaboration. Ideal candidates will have experience in customer insights or quality assurance. Competitive perks include private healthcare, travel insurance, and a vibrant office atmosphere, making it a supportive environment for personal and professional growth.