Senior Customer Insights Manager

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. 

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! 

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

GoCardless is seeking a highly motivated and experienced Senior Customer Insights Manager to join our product team in London. In this pivotal role, you will be responsible for championing a deep understanding of our customers – their needs, behaviours, motivations, and pain points – to inform and shape our product strategy and drive business growth. Reporting directly to the Director Product Marketing, you will play a crucial role in ensuring our product development is customer-centric and data-driven.

You will be responsible for designing and executing a comprehensive customer insights program, utilising a variety of qualitative and quantitative research methodologies. The ideal candidate will have a strong background in customer research and passion for our customers.

What excites you 

• Build & maintain the framework and infrastructure for the VOC programme, establishing new processes and workflows across teams, with the aim to improve customer experience (metric - NPS).
• Collate and synthesis insights from a variety of data sources to help answer business critical question & inform strategy (Product, GTM, Customer) both on a regular and ad hoc basis
• Ensure validity of data sources and that all insights are consistent and methodologically sound
• Conduct regular and consistent reporting and engagement with the CXO and Director+ group to ensure high visibility of customer insights across the business
• Own reporting on sentiment data (NPS, Review sites etc) to showcase trending problems and identify product/servicing opportunities
• Champion the voice of the customer, translating feedback and presenting actionable recommendations to leaders and influencing decisions cross-functionally  
• Collaborate with Product Insights and wider business to ensure fit for purpose feedback loops and to generate ongoing customer insights that translate into actionable plans 
• Ensure that the business has access to ad hoc digestible customer insights that are appropriate for their needs
• Owning the company governance structure around customer insights best practices

What excites us  

• Demonstrable experience developing, implementing and owning a strategy in a complex organisation
• Experience working on large cross-functional and complex projects with senior stakeholders
• Experience pulling together multiple data sources (in various formats) to provide reporting, insights and recommendations
• Strong stakeholder management and experience working across multiple teams
• Experience presenting ideas/insights/recommendations to CXO or senior leadership teams
• Demonstrable experience of driving change across a business
• Comfortable using BI and CX tools such as Looker and Qualtrics

Base salary range: £80,000 - £120,000

Base salary ranges are based on role, job level, location, and market data.  Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Adaptive Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women 
• 23% identify as Black, Asian, Mixed, or Other 
• 10% identify as LGBTQIA+ 
• 9% identify as neurodiverse 
• 2% identify as disabled 

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via X, Instagram and LinkedIn.