Senior Customer Experience & Insight Manager

The Company

Board-level hiring is stuck in the past - that’s where Nurole comes in. We were founded by industry veteran Susie Cummings, who realised there has to be a better and fairer way, in the digital age of hiring the world's leaders, beyond little black books and the old boys’ network.

Nurole is the global hiring marketplace working exclusively at board level. Our clients range from listed and private organisations, such as Games Workshop, Uber, and Oddbox, to nonprofits, such as Comic Relief, the University of Oxford, and the RSPCA. We're highly mission-driven and social impact is core to the business model - we believe our unique, tech-driven method casts the net wider for every search and is a fairer, better way to find new and diverse talent. We also discount our fees by 90% for nonprofits and donate to charity every time one of our members recommends a placed candidate in a compensated role.

Our aim is for Nurole to become the way for boards to hire. We’ve already placed over 1,500 people, helping 10 people find a non-executive role each week of 2021. We’re growing fast. The Financial Times listed us in the top 1,000 fastest-growing organisations in Europe for the third time in 2022.

By hiring the right people, good boards become great. Great boards change their organisations, and great organisations change the world.

The work we do matters. We’d love you to join us.

The Opportunity

As we transition from start up to scale up, Nurole is looking to hire a Senior Customer Experience & Insight Manager to join the Product Team and enable the business to make key decisions.

At Nurole, we heavily rely on customer insights and data to resolve customers’ issues, improve their satisfaction and develop new features and services to help them achieve their goals.

This person will be responsible for leading and developing the customer research and insights strategy. They will work closely with the CPO to drive deep understanding, support the product prioritisation and help the broader business to become customer obsessed.

The role will involve speaking to customers (clients and members) daily to discover their main jobs to be done, their current pain points and what they expect from Nurole. You will also be responsible for collecting feedback at different points in their journey and closing the loop with detractors through new or existing surveys. You will have to codify and analyse the data to make sense of all the insights you will gather to support other teams in their decision making.

You will play a pivotal role in the growth and success of the business, with the support of other Product team members. 

General responsibilities:

You will own and champion the Voice of the Customer at Nurole by:

• Conducting deep-dive interviews with customers to understand their needs, pains and gains (e.g. jobs to be done interviews, persona validation interviews, end of hiring process feedback calls…)
• Supporting the Product Team in their discovery process - e.g. prototypes / new features observation; concept testing)
• Supporting other teams in discovering other problem areas by conducting ad hoc interviews and surveys
• Collecting and managing feedback on a daily basis, closing the loop with detractors to gather additional feedback and change their experience to a positive one
• Leading the creation of quarterly, half-yearly and yearly feedback reports to help the business make informed decisions
• Updating our personas as our customers’ expectations change and bringing them to life for the rest of the business
• Managing and driving improvements to our Voice of the customer platform
• Being responsible of our research capabilities (research panel, reference customers) by recruiting more panellists & keeping them engaged over time
• Conducting specific data analysis to explain trends, engagement, problem areas
• Reporting monthly on customer experience metrics

About you:

• You are deeply customer-centric and would go the extra mile to convey their messages
• You are outgoing, enthusiastic, and enjoy connecting with customers on a daily basis
• Experience interacting with a senior customer base
• The confidence and ability to influence the senior leadership team with excellent communication skills
• You have an analytical and data-led mindset
• Strong program and project management skills
• You can thrive in an environment of autonomy and accountability
• You have 4+ years of experience in a senior customer facing role - e.g. customer insights / research / immersion / experience / success type of roles

Culture

• We want people to be proud to work at Nurole – because of what we do, how we do it and what we stand for.
• Throw yourself into your work and we’ll commit to you.
• We don’t mind if you make mistakes – as long as you learn from them.
• We’re big believers in data. This should guide everything we do.
• We strive to be a very human tech company. We want everyone to feel valued and able to do their best work.

Our Values

Nurole’s culture is built on three core values:

• Be Bold – moon shoot, own it, be brilliant.
• Build Trust – always be kind, nothing beneath us, givers not takers.
• Be Better – growth mindset, black box thinking, autonomy mastery purpose.

Benefits

• Share options
• 25 days holiday p.a. & bank holidays
• Private health insurance
• Pension
• Regular team events & off-sites

Leadership

Founder - Susie Cummings:

Susie, a former top-tier headhunter with over 30 years’ experience and founder of one of Europe’s most successful retained executive search firms, is the founder of Nurole.

Susie started her working life at Advent Venture Partners, where it soon became clear that getting the right senior management team was as important to the success of a business as the strategy or securing the capital itself. This philosophy is at the heart of everything Nurole does today.

CEO - Oliver Cummings:

Oliver joined the company after a decade working as a private equity investor, most recently as a partner at BXR Partners, an international private investment group with a 19-year track record of superior investment performance across a variety of industry sectors, and previously at Goldman Sachs Capital Partners.

Oliver is currently a non-executive director of Thomas’s London Day Schools, a privately-owned schools group with over 2,000 students across London. He also serves on the advisory board of Potage (www.potage.co.uk), recently voted in the top 8 food delivery services in the UK by GQ.

Diversity and Inclusion

Diversity is part of the Nurole DNA, as our platform is designed to attract and identify more diverse candidates for every role.

As a company, we are committed to being a diverse and inclusive organisation, but we know we have work to do. We recently set up a Diversity Committee and appointed a Diversity Champion to drive our efforts in this area. It is looking at both our internal data and policies, and how the Nurole platform empowers people from the widest possible range of backgrounds.