Senior Customer Insights Manager

Lyka is an Australian founded pet wellness company that's shaking up an outdated industry and paving the way for happier, healthier pets. We focus on nutritionally balanced, wholefood meals delivered direct to doors around Australia, with a mission to put pets and the planet first.

Today, we are proud to have served millions of meals to pets and their families across Australia and to continue expanding our nutritional products, targeting disease prevention and growth into new markets. We are a team of 250+ dedicated people, growing to meet our goals, and we have raised over $60M in funding from venture capital investors and industry insiders. We invite you to join our pack.

Our mission is to increase the lifespan of dogs and cats by taking a preventative, holistic, and personalised approach to pet care that considers diet, lifestyle, and environment.

We are seeking a Senior Customer Insights Manager to deepen our understanding of customers across the business—from product and design to growth, marketing, and partnerships. This role builds an insights engine to help Lyka make smarter, faster, more customer-grounded decisions every day and to understand both the market and the customer so the organization can move more quickly and confidently.

You will collaborate with our strong data & analytics function and our high-calibre product design team to add the human context around what quantitative data shows, shaping how we position, price, design, and deliver Lyka's products and experiences.

• Design and run qualitative and quantitative research initiatives to inform product decisions, marketing campaigns, pricing strategies, and brand positioning.
• Lead research efforts across Lyka's core (dogs), emerging (cats), and partnership (vets & breeders) verticals.
• Shape Lyka's understanding of new markets through structured frameworks (e.g., Kano, pricing elasticity, segmentation).

• Own the end-to-end survey experience — from methodology to tone — to ensure meaningful data in a brand-appropriate voice.
• Design NPS and customer pulse studies, brand tracking surveys, pricing experiments, and message testing.
• Balance academic rigour with brand personality to drive engagement and insight quality.

• Empower squads to conduct their own research with better methods, templates, and coaching.
• Build playbooks, question banks, and synthesis frameworks to increase the organization's research maturity.
• Lead synthesis sessions and make insights tangible, actionable, and easy to rally behind.

• 5-8+ years in qualitative research, market research, user research, or consumer insights — ideally in high-growth, product-led environments.
• Demonstrated ability to influence product, brand, and marketing decisions through clear, well-communicated insights.
• Deep experience in qualitative methods (interviews, ethnography, diary studies) and survey design (NPS, brand, pricing, segmentation).
• Familiarity with frameworks like Kano, pricing sensitivity testing, or conjoint analysis.
• A natural translator — you can make data human and humans legible to the business.
• Excellent collaboration skills and ability to coach others in research craft.
• A bias toward action, clarity, and making insights matter.

• Work in a fast-growing start-up with opportunities to contribute to sustainable growth for a physical product.
• Growth and Development: Lyka offers an annual L&D budget to support continuous personal development.
• Work for a sustainability-focused company committed to pets and the planet, including being carbon-negative and plastic-negative.
• Be part of a diverse, top-talent team from various backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing support and tools for mental and physical wellbeing.
• Flexible working: pet-friendly offices and options to work remotely from preferred locations in Australia.
• Pupper parent support: discounts and financial allowance for dog care to help pets live their best life.

Lyka is an equal-opportunity employer devoted to diversity and inclusion. We celebrate diversity and encourage people of all backgrounds to apply. If you have any support or access requirements, please advise us at the time of application.