Customer Insights Manager

A day in the life

As a Customer Insights Manager at ManyPets, you are the voice of the customer for the entire business. Sitting in our Propositions and Insights team, you work at the intersection of product, marketing, and customer experience and are fluent in both qualitative and quantitative analytical approaches and figuring out the right question to ask to get the most actionable insights.

You will build both a slate of ongoing metrics critical for understanding our customer and business health, such as NPS, CSAT, and brand tracking, and identify and execute one-off research designed to inform critical business strategy - such as understanding gaps in our product offering, customer interest in new features, identifying churn measures we may not have previously understood, and more.

You'll be highly autonomous, responsible for both originating a strong insights roadmap and executing at a high standard. You'll focus on automating and scaling day to day insights to free up time on longer term, more strategic analytics. You'll help the business understand its customers and improve our proposition to better serve them.   

Your responsibilities

• Develop and maintain customer metrics such as NPS, CSAT, and brand tracking to provide regular insights into customer sentiment and business health.
• Design and execute research studies to gather insights on customer behaviours, preferences, and pain points, ensuring actionable findings.
• Effectively scale and automate repetitive quantitative insights.
• Analyse customer feedback and research data to uncover gaps in product offerings and collaborate with product teams to enhance the customer experience.
• Deliver analysis to senior stakeholders (including executive team) in a way that is easily understandable and clearly actionable.
• Work closely with Product and Marketing teams to ensure that customer insights are embedded in all strategic decisions across the business.
• Develop customer personas and segmentation models to better understand diverse customer needs and inform targeted marketing and product development strategies.
• Balance proactive insights roadmap with reactive opportunities based on business needs, adapting to deliver what is most valuable.
• Create and manage a long-term insights roadmap that aligns with business goals, prioritizing research initiatives that deliver the highest value.
• Build and maintain dashboards that allow teams to self-serve insights and track key customer metrics in real time.
• Work with marketing teams to track and improve brand perception, ensuring that ManyPets' messaging resonates with target customers.
• Stay current with best practices in customer research and analytics, continuously refining approaches to deliver the highest quality insights.

Your skills and experience

• Proficiency in a range of insights techniques, including descriptive, diagnostic, predictive, and prescriptive analytics, with the ability to choose the most appropriate method for different business challenges.
• Experience designing and executing both qualitative and quantitative research studies to generate actionable insights.
• Technical capability to run independent analyses, including proficiency in SQL, regression analysis, and accessing data warehouses. Able to efficiently automate reporting processes to focus on strategic analysis.
• Demonstrated experience tracking and analysing key customer health metrics such as NPS, CSAT, and churn, and applying insights to drive improvements across product, marketing, and customer experience.
• A deep commitment to helping teams across the business better understand and serve customers. Proven ability to identify customer pain points and collaborate with cross-functional teams to improve customer experience and retention.
• Comfort communicating complex issues to senior leadership and stakeholders, distilling detailed insights into clear, actionable recommendations.
• Any experience in pet care, insurance, or other related sectors would be advantageous given the specific customer needs at ManyPets.