Lead Member Insights

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 1.6 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 help SMEs save both time and money.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs
• Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 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, India

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 the VoC strategy by aggregating feedback from all channels (surveys, tickets, reviews, interviews) to create a holistic view of customer sentiment and pain points.
• Drive Content Excellence: Lead the member-facing content team to ensure Help Center articles, FAQs, and macros are accurate, tone-appropriate, and optimised to drive self-service and reduce contact volume.
• Deliver Actionable Insights: Analyze qualitative and quantitative data (NPS, CSAT, CES) to identify trends and root causes, providing the broader business with the “why” behind the metrics.
• Close the Feedback Loop: Collaborate closely with Product, Engineering, and Operations to ensure member feedback is translated into tangible roadmap initiatives and process improvements.
• Optimise Feedback Mechanisms: Review and improve survey designs, touchpoints, and methodologies to ensure high response rates and high-quality data collection across the customer journey.
• Lead and Develop Talent: 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.
• Elevate Knowledge Management: Ensure that internal knowledge bases align with external content, equipping support agents with the exact information they need to serve members effectively.
• Monitor Sentiment Trends: Act as the early warning system for the business by detecting shifts in customer sentiment regarding new feature launches, pricing changes, or operational incidents.
• Optimise for scale: 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.
• Standardise Quality & Tone: Define and uphold the quality standards and “tone of voice” for all member-facing support content, ensuring consistency across all markets.

WHAT WE ARE LOOKING FOR:

Tide is seeking an insightful leader with a passion for storytelling through data and a drive to perfect the customer journey.

• Relevant Experience: 6+ years in Customer Experience, Analytics, or RCA focused roles, with specific experience managing teams that drive change.
• Strategic & Analytical: Proven ability to synthesize complex data sets into clear narratives that drive strategic business change.
• Content Strategy: Strong background in managing customer education.
• Inspiring Lead: Skilled at managing cross-functional teams (Writers and Analysts), fostering a culture of curiosity, accuracy, and accountability.
• Operational Awareness: Understanding of how support operations run (Zendesk, Kustomer) and how content and insights impact operational efficiency.
• Impactful Communicator: Thrives in fast-paced environments and is confident in challenging stakeholders with data to ensure the customer’s voice is heard.

WHAT YOU’LL GET IN RETURN:

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Sabbatical Leave
• Share options

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model thatsupports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members’ diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide .co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected]

Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide’s Recruitment Privacy Notice.