Senior Customer Insights Manager

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; 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.

What you'll do

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.

Requirements

• 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.

Benefits

• 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 varied backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing assistance and tools for mental and physical wellbeing.
• Flexible working: work from where you do your best work; pet-friendly offices in Sydney and Melbourne.
• Pupper parent support: flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training and care.

We are committed to building inclusive and diverse teams. 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, advise us at the time of application.