Job Description

IMPORTANT NOTES:

Please read the "How to apply" section at the bottom of this job before applying.*
This is a UK-based role open

only to UK residents with the right to work here. Sorry, but we can't sponsor visa applications.*

WHO ARE WE?

We're

PitPat

, and we create smart, joyful products that help dog owners give their pets happier, healthier lives. From GPS location tracking, via activity monitoring, weight management and feeding, to insurance and rewards, everything we build blends thoughtful design, clever technology and a genuine love for dogs and their owners.

SO WHAT?

Our customers are not shy about sharing their experience of our products on a range of online review platforms. Their published insights are invaluable because they strongly shape how potential buyers perceive our products (whether for better or worse) and they drive how we improve them.

To help us really zero in on our reviews, we're creating a brand new role. The

Reviews Champion

will be a member of the Product Management team, and will own the reviews feedback loop. They'll turn scattered customer commentary into meaningful intelligence, help us encourage more happy customers to share their stories, and ensure that we act on what we learn from those who are less happy.

This is a strategic, high-impact role, and a rare chance to define a new discipline inside a fast-growing tech company. You'll pioneer the methods, define the processes and work across the business to ensure that customer review insight translates directly into better experiences -- and ultimately, stronger advocacy from happier customers.

WHAT YOU'LL DO

Stay closely connected across multiple platforms, setting up review monitoring and building a clear, real-time picture of what's being said. Talk directly by phone with specific customers to tease out exactly why they feel the way they do, and what circumstances led to their situation. Analyse trends, recurring themes and emerging issues, producing clear, actionable intelligence for teams across the company. Work with colleagues across the business to drive improvements that address the issues you uncover, thereby closing the loop between insight and action. Build smart, ethical ways to encourage more customers to share positive experiences at the right moments. Create mechanisms that help us catch customer concerns before they review us, and channel them into our customer support team. Measure the impact of your work, and refine your approaches. Track how customers talk about our competitors, and flag anything unusual or concerning.

WHAT YOU'LL BRING

Strong curiosity

, and the instinct to dig deep beneath the surface of customer comments.

High emotional intelligence and empathy

, and the drive to understand customers' true mindsets and motivations.

Analytical thinking

, with the ability to spot patterns, form hypotheses and test them.

Creativity

in shaping new approaches to influence behaviour and improve experiences.

Clear, confident communication

, both one-to-one with customers and when presenting insight internally.

A collaborative approach

, and the ability to work effectively and persuasively across diverse teams.

An ownership mindset

, with a drive to keep going until the problem is solved and the outcome is better. As a significant bonus, an understanding or interest in

behavioural science

(nudging, choice architecture) and

consumer psychology

.

WHO THRIVES HERE

You'll thrive in this role if you enjoy connecting dots. You can see why someone feels the way they do -- and you can translate that into meaningful change.

You've likely worked in a product-adjacent, customer-facing or insight-driven role where feedback was fuel for action.

You're comfortable working autonomously, designing your own systems and continually improving them. Most importantly, you want to make a measurable difference.

HOW TO APPLY

If this sounds like the challenge you've been looking for, we'd love to hear from you.

But don't just send us your CV - we won't read it!

If you think you'd be pawsome in this role, you MUST write to us on talent@pitpatpet.com. We need you to show us that you've read this advert carefully, and to explain in your own words how you've already demonstrated some of the above skills in your life so far. If you do that, we promise to reply and let you know if we'd like to take the conversation further. (You can include your CV as an attachment.)

Job Types: Full-time, Permanent

Pay: 30,000.00-40,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Employee discount Free flu jabs Free parking Health & wellbeing programme On-site parking Referral programme Sick pay Work from home
Work Location: Hybrid remote in Cambridge CB2 8BB