Tide
Finance / FinServ
LeadofCustomerExperienceInsights
Neural analysis suggests this role is
optimal for Senior candidates.
“Lead of Customer Experience Insights at Tide. Skills: Champion the Voice of the Customer, Drive Content Excellence, Deliver Actionable Insights, Close the Feedback Loop, Optimise Feedback Mechanisms, Lead and Develop Talent, Elevate Knowledge Management, Monitor Sentiment Trends, Optimise for scale, Standardise Quality & Tone. 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.. Le”
Industry & Context.
Analyze qualitative and quantitative data (NPS, CSAT, CES) to identify trends and root causes; identify areas for improvement in processes
What They're Looking For.
Must Have
6+ years in Customer Experience, Analytics, or RCA focused roles, specific experience managing teams that drive change, Proven ability to synthesize complex data sets into clear narratives that drive strategic business change, background in managing customer education, Skilled at managing cross-functional teams (Writers and Analysts), Understanding of how support operations run (Zendesk, Kustomer), Impactful Communicator, confident in challenging stakeholders with data
Nice to Have
Senior title preferred
What You'll Do.
Own the VoC strategy by aggregating feedback from all channels (surveys
interviews) to create a holistic view of customer sentiment and pain points.
Lead the member-facing content team to ensure Help Center articles
and macros are accurate
and optimised to drive self-service and reduce contact volume.
Analyze qualitative and quantitative data (NPS
CES) to identify trends and root causes
providing the broader business with the "why" behind the metrics.
Collaborate closely with Product
and Operations to ensure member feedback is translated into tangible roadmap initiatives and process improvements.
Review and improve survey designs
and methodologies to ensure high response rates and high-quality data collection across the customer journey.
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.
Ensure that internal knowledge bases align with external content
equipping support agents with the exact information they need to serve members effectively.
Act as the early warning system for the business by detecting shifts in customer sentiment regarding new feature launches
or operational incidents.
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.
Define and uphold the quality standards and "tone of voice" for all member-facing support content
ensuring consistency across all markets.
How You'll Work.
Team & Collaboration
Collaborate closely with Product, Engineering, and Operations to ensure member feedback is translated into tangible roadmap initiatives and process improvements.; Skilled at managing cross-functional teams (Writers and Analysts)
Communication Scope
Impactful Communicator; confident in challenging stakeholders with data to ensure the customer's voice is heard.
Full Job Description
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
Applying for this Lead of Customer Experience Insights role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Tide?
Real rants from real employees. Read before you apply.