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Customer Insights Specialist
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
- Deep medical expertise
What started as a challenger idea has since 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
- Levity
Key to our success is vertical integration; we operate our own manufacturing and proprietary products under the leadership of in-house medical teams, researchers, and pharmacists of the highest calibre.
In 2025, HeliosX:
- Treated 1.7 million patients globally
- Achieved £781 million in revenue, marking +337% year-on-year growth—solidifying our position as the clear market leader in the UK
- Contributed significantly to patient outcomes:
- Helped patients lose 8.5 million kilograms of excess weight, linked to fewer-than-expected cardiac events (an estimated 1,300 prevented)
We operate across four international markets, expanding successfully into Germany and Canada, with significant growth in the US. We were also recently recognised among the Sunday Times Top 100 fastest-growing tech companies, validating our trajectory and ambition.
Where we’re going
2026 is a turning point. Our vision is to:
- Reach £1.6 billion in revenue
- Expand from four to eight global markets
- Significantly broaden our treatment portfolio for conditions ranging from skin health to chronic weight management
Joining HeliosX now means participating in shaping the next decade of digital healthcare—building systems, teams, and products that deliver personalised, measurable impact.
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Join us in making our mission—healthcare faster, easier, and more accessible—a reality.
About the Role
We are hiring a Customer Insight Specialist to build and scale our CX insight capabilities.
Your mission: Embed customer understanding across decision-making—pushing beyond vanity metrics like NPS, CSAT, and TrustPilot scores to uncover what truly drives customer experience and sentiment at scale.
You’ll translate Voice of Customer (VoC) insights into actionable strategies, shaping long-term business priorities and enabling teams to act with confidence on high-value opportunities.
What you’ll be doing
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Own and improve how we measure and monitor customer experience (CX) across every stage of the customer lifecycle:
- Awareness
- Engagement
- Retention
- Reactivation
- Identify key drivers and blockers at each stage
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Manage and optimise our CX analytics platform (SentiSum), integrating:
- Surveys
- Customer support tickets
- Third-party reviews (e.g., TrustPilot)
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Champion AI and NLP to accelerate pattern recognition and emerging trend insights
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Translate qualitative insights into of data points that directly influence decisions and prioritisation
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Collaborate with cross-functional teams (Data Analytics, Product, Strategy, Customer Support) to align commercial goals with customer-centric strategy
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Partner with Analytics and UX Research teams for a cohesive integration of behavioural and commercial data
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Embed evidence-based customer insights in decision-making processes:
- Support short-term experiments and long-term strategic priorities
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Build and communicate a clear customer insights reporting system, including:
- Monthly insights reports
- Stakeholder presentations
- Always-on CX trackers tailored to each department
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Provide actionable insights to internal teams, creating buy-in and driving measurable impact
What you’ll bring to the role
- Minimum 3+ years of experience in Customer Insights or CX, ideally direct-to-consumer (D2C) environments, with a proven track record of:
- Driving business outcomes through data
- Shaping innovation roadmaps
- End-to-end expertise in Voice of Customer (VoC) systems:
- Experience with platforms like Qualtrics, Chattermill, and SentiSum
- Advanced competency in:
- Survey design (e.g., NPS, churn surveys, CSAT)
- High-volume data processing
- Voice analytics (qualitative)
- Practical experience applying generative AI (genAI) and NLP to extract insights at scale
- Champions effectively cross-functional collaboration with:
- CRM teams
- Product teams
- Strategy
- Customer Support
- Pragmatic, customer-obsessed mindset with a strong alignment focus
- Ability to communicate action-oriented insights through:
- Data storytelling
- Quantifiable metrics
- Ideal (but not mandatory): Experience within healthcare, regulated industries, or privacy-sensitive sectors
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Why Work with Us?
At HeliosX, we’re relentlessly focused on transforming healthcare for everyone—and we need talented individuals who share that purpose.
Our team spans:
- Engineers
- Clinical researchers
- Physicians
- Pharmacists
- Marketers
- Customer care specialists
But expanding this mission means we’re always looking for ambitious, innovative thinkers like you.
Perks and benefits
- +25 days paid holiday (with additional UK Bank/Holidays excluding two per year)
- Private health insurance + extended dental
- Pension scheme
- Enhanced parental leave
- Cycle-to-work scheme
- Electric car allowance
- Free monthly benefits:
- MedExpress and Dermatica products
- Family discounts on applicable services
- Home office allowance
- Headspace subscription
- Discounted gym memberships
- Learning & development budget and audible subscription
- Hybrid and senior-friendly work philosophy
Come make a real difference—join us as we redefine healthcare.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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