Lead of Customer Experience Insights

ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE TEAM: Our Support team is available 24/7, providing members with personalized assistance from our experts. We actively collect feedback to create user-friendly technology and serve as the voice of our members. Our support is accessible through social media, phone, in-app messaging, and email. ABOUT THE ROLE: As the Lead of Customer Insights, you will play a pivotal role in championing the voice of our members and driving the content strategy that supports them. This is an exciting opportunity to lead a specialized function, bridging the gap between what our customers say and how we operate. You will own the end-to-end feedback loop and manage our member-facing content team, ensuring that data-driven insights translate into product improvements and operational excellence. Champion the Voice of the Customer: Own the VoC strategy by aggregating feedback from all channels (surveys, tickets, reviews, interviews) to create a holistic view of customer sentiment and pain points. Drive Content Excellence: Lead the member-facing content team to ensure Help Center articles, FAQs, and macros are accurate, tone-appropriate, and optimised to drive self-service and reduce contact volume. Deliver Actionable Insights: Analyze qualitative and quantitative data (NPS, CSAT, CES) to identify trends and root causes, providing the broader business with the "why" behind the metrics. Close the Feedback Loop: Collaborate closely with Product, Engineering, and Operations to ensure member feedback is translated into tangible roadmap initiatives and process improvements. Optimise Feedback Mechanisms: Review and improve survey designs, touchpoints, and methodologies to ensure high response rates and high-quality data collection across the customer journey. Lead and Develop Talent: Recruit and mentor a high-performing team of Content Writers and Insight Analysts, offering direct leadership for daily tasks and fostering a culture of deep customer empathy. Elevate Knowledge Management: Ensure that internal knowledge bases align with external content, equipping support agents with the exact information they need to serve members effectively. Monitor Sentiment Trends: Act as the early warning system for the business by detecting shifts in customer sentiment regarding new feature launches, pricing changes, or operational incidents. Optimise for scale: Reduce depends on manual reviews and identify areas for improvement in processes to do more with less. Create a lean team that drives value by leveraging technology. Standardise Quality Tone: Define and uphold the quality standards and "tone of voice" for all member-facing support content, ensuring consistency across all markets. WHAT WE ARE LOOKING FOR: Tide is seeking an insightful leader with a passion for storytelling th ... (truncated, view full listing at source)