About the role

HeliosX exists to provide trusted access to life-changing treatments, empowering happier, healthier lives. Today that means MedExpress, with its weight loss and sexual health treatments, and Dermatica, with its dermatologically led skincare: different brands, one belief that patients and customers across the UK, Europe and the US deserve the most effective treatments available. As a market leader, we want to stay at the forefront, offering treatments and experiences that are as innovative and valuable as they are effective.

This role is how we make sure we get there by listening first. You will uncover the needs people are still waiting for us to meet, test new products and service propositions with real customers before we commit to them, and work out what they genuinely value and why. Then you will follow our launches through to learn what really worked, and help iterate to maximise customer and business value.

Partnering closely with the Physical Product, Proposition and Customer Value teams, you will make customer evidence core to what HeliosX builds next and delivers to customers every day, ensuring that our learning compounds with every launch. We are still building the Insights team, so this is a rare chance to join early, set the standard, and turn customer insight into confident decisions at the highest levels of the business.

What you’ll be doing:

Find, shape and validate what we build next

• Lead upstream discovery research (workshops, ethnography, opportunity mapping) to uncover unmet customer needs and opportunities across physical products, physical experiences and services, feeding the annual product and service roadmap
• Proactively run horizon scanning and foresight to spot emerging trends in products and customer experiences that could feed our innovation pipeline, and bring opportunities that are not yet on the radar to the business
• Design and run concept testing and willingness-to-pay / price and value testing, using the full range of advanced quantitative and qualitative methods
• Generate the insights that shape product positioning, marketing decisions and campaigns, working with our category and product marketing experts to make sure our launches reach the right customers with the right message

Drive confident, commercially grounded decisions

• Link consumer feedback, experiences, needs and context with commercial data and analytics, and bring the story to life, so senior stakeholders can make confident trade-off decisions on what to launch, improve or stop: a physical product, a new type of service, or an improvement to an existing service
• Act as a true partner to our senior Physical Product and Customer Value leaders (i.e, our commercial team), from the earliest idea through to the most successful launches
• Bring a portfolio perspective, helping leaders weigh individual products and services against each other and against the wider portfolio rather than in isolation
• Communicate, engage and influence senior stakeholders and teams across the business, then activate and track impact: follow up on how insights shaped decisions and report on outcomes, not just deliver and file

Close the loop and build the capability

• Analyse post-launch performance, customer profile and commercial, and feed the learnings into the next roadmap cycle
• Work with Business Analytics and UXR to triangulate primary research with behavioural, commercial and usability data, rather than researching in isolation
• Manage vendors, panels and fieldwork for own studies (recruit, brief, quality-control) 
• Lead on the experimentation with and implementation of best practices and cutting-edge methods for innovation and proposition insight generation

What you'll bring to the role:

• 7+ years in consumer, customer or proposition insight, ideally in-house in a D2C, subscription or physical + digital business
• Owns research end to end: designs, runs and analyses mixed-method studies, including advanced quant (choice-based conjoint, Van Westendorp, Gabor-Granger) and qual (moderation, workshops, ethnography)
• Evidence that their research shaped real launch decisions on new products, new services or improvements to existing ones, with outcomes for customers and the business
• Builds the commercial case alongside the customer case (demand, willingness to pay against margin) and weighs how an opportunity fits the wider portfolio and company strategy
• Proactive as well as responsive: has surfaced opportunities the business wasn’t looking at, for example through horizon scanning, social listening or trend sources
• Turns findings into clear stories and recommendations for senior non-research stakeholders
• Comfortable with ambiguity: can turn vague, strategy-led questions into research, and wants to help build the team’s innovation practices

• Generous equity allocations with significant upside potential
• Annual leave allowance alongside public holidays
• Private health insurance, along with pre-existing condition, dental, and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work scheme
• Electric car scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Annual home working and L&D allowance
• Free Headspace subscription, employee assistance programme, and discounted gym memberships

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