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Lyka is an Australian founded pet wellness company that's shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we\'ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We\'re on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world\'s most sustainable pet wellness company, we\'re putting pets and our planet first - one bowl at a time.

Today, we are proud to share we\'ve served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we\'re continuing to grow (yes, looking at you). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet\'s wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they\'re getting sicker earlier. They\'re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That\'s where we come in. At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal. We don\'t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it\'s not just about living longer, but living well too. Our mission is to increase the lifespan of dogs and cats.

About the role

We\'re looking for a Senior Customer Insights Manager to supercharge our understanding of customers across the business — from product and design to growth, marketing, and partnerships. This role isn\'t just about usability testing or one-off projects. It\'s about building an insights engine that helps Lyka make smarter, faster, more customer-grounded decisions every day. This role exists to deepen our understanding of both the market and the customer, ensuring we make more informed, faster decisions at every level of the business.

You\'ll work closely with our strong data & analytics function and our high-calibre product design team to wrap the \"why\" — the human context — around what our quantitative data is telling us. Your work will directly shape how we position, price, design, and deliver Lyka\'s products and experiences.

Unlock strategic customer and market insights

• 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).

Uplift the way we ask and learn

• Own the end-to-end survey experience — from methodology to tone — ensuring we collect 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.

Be a research force-multiplier

• Empower squads (product, design, marketing) to conduct their own research with better methods, templates, and coaching.
• Build playbooks, question banks, and synthesis frameworks to increase the org\'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, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product.
• Growth and Development - Lyka is growing quickly, with an annual L&D budget for personal development.
• Work for a sustainability-focused company - Australia\'s only carbon-negative and plastic-negative pet wellness company.
• Be part of a diverse top-talent team from different backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up
• Wellbeing assistance and tools to support mental and physical wellbeing.
• Flexible working: pet-friendly offices and industrial kitchens in Sydney and Melbourne.
• Pupper parent support for caring for your pets, including discounts and financial allowance for dog training and care.

Diversity & Inclusion

Lyka is an equal-opportunity employer devoted to providing a working environment that embraces and values 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.

Note: This description reflects the responsibilities and requirements for the role as of the posting date. If you are viewing this after the posting period, this job may be closed.