Customer Insights Manager

Were Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us
We empower you to be innovative and solve complex problems. Take ownership make an impact and thrive in our scaling and agile environment.

This is a Hybrid role working from our Cardiff office 3 days per week.

What Youll Be Doing

As the Customer Insights Manager you will play a pivotal role in shaping our understanding of the customer experience. Reporting directly to the Head of Customer Insights you will lead the narrative onwhy issues occur and how we can improve bridging the gap between data and executive decision-making.

• Executive Reporting & Commentary: Own the narrative for senior stakeholders; you will write the high-level commentary for Executive and Senior Leadership reports translating complex data into clear actionable business intelligence.
• Drive Customer Experience (CX) Strategy: Lead on specific CX metrics including owning the Net Promoter Score (NPS) program CSAT Complaints MI; analysing sentiment trends and driving initiatives to improve customer advocacy.
• Customer Insights Reporting: Design implement and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA) Outcome Testing and Root Cause Analysis alongside CX outputs to provide a unified view of risk performance and customer experience.
• Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business providing leadership and support to Root Cause Analysts to ensure deep systemic investigation into customer pain points.
• Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points map new features and ensure the customer voice is central to process design

Were Looking For

• Experience in Insights or Assurance: Proven experience in a Customer Insights Root Cause Analysis or Quality Assurance / Outcome Testing management role.
• Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA RCA NPS) and write compelling commentary for C-suite and Senior Leadership audiences.
• CX Methodologies: Experience with Customer Journey Mapping tools and techniques with a track record of using them to drive process improvements.
• Leadership Skills: Experience supporting or mentoring analysts with the ability to guide teams through complex problem-solving methodologies.
• Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable.
• Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement.

Diversity & Inclusion
We welcome consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table arcade machine beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Interview Process
First stage: 30 minute intro and values call with Talent Partner (Video call)
Second stage: 45 minute CV overview with Team Manager (Video call)
Final stage: 60 minute technical assessment with Head of Department (In person)

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)