Customer Insights Manager (Fintech)

TL;DR

Customer Insights Manager (Fintech): Shaping understanding of customer experience by leading narratives on issue occurrence and improvement, bridging data and executive decision-making. Focus on analysing sentiment trends, driving initiatives for customer advocacy, and conducting deep systemic investigations into customer pain points.

Location: Hybrid role, working from our Cardiff office 3 days per week.

Company

hirify.global is a fast-growing fintech company providing an all-in-one business credit card and spend management platform, aiming to help 1 million small businesses by 2030.

What you will do

• Own executive reporting and commentary, translating complex data into actionable business intelligence for senior stakeholders.
• Lead CX metrics, including Net Promoter Score (NPS) program, CSAT, and Complaints MI, to improve customer advocacy.
• Design and maintain comprehensive reporting frameworks unifying QA, Outcome Testing, RCA, and CX outputs.
• Spearhead Root Cause Analysis (RCA) across the business, providing leadership to analysts for systemic investigations.
• Own end-to-end Customer Journey Maps for all products and services, identifying friction points and ensuring customer voice in design.

Requirements

• Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role.
• Exceptional ability to synthesise data and write compelling commentary for C-suite and Senior Leadership.
• Experience with Customer Journey Mapping tools and techniques to drive process improvements.
• Experience supporting or mentoring analysts, guiding teams through complex problem-solving.

Nice to have

• Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable.

Culture & Benefits

• Private Healthcare including dental and opticians services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary Rewards (including 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match.
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave and Cycle to Work Scheme.
• Dog friendly offices with a pool table, arcade machine, and beer tap.

Hiring process

• First stage: 30-minute intro and values call with Talent Partner.
• Second stage: 45-minute CV overview with Team Manager.
• Final stage: 60-minute technical assessment in-person with Head of Department.