Customer Insights Manager

at  ManyPets

ABOUT US

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and (most importantly) passionate about pets and their wellbeing. Throughout our business you’ll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

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.

• 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.