Senior Analyst - CX Automation Intelligence & Insights
- New York, United States
Posted 4 days ago
About the role
Senior Data Analyst
This is a hybrid role to our Newark, NJ HelloFresh facility
The role
As a Senior Data Analyst at HelloFresh, you will anchor the data strategy driving our aggressive, automation-first transformation. Our Global Customer Experience (GCX) team's mission is to understand our customers' journeys and empower market leads with insights and intelligent solutions that improve satisfaction, retention, and efficiency. We are moving fast to scale our self-serve rate, achieve 100% chatbot coverage, improve CSAT, and launch real-time, proactive incident communications via in-app CRM channels.
We need a strategic thought partner for our Product, Engineering, and CX Automation teams who brings a high bar of technical rigor. In this role, you will own our core automation analytics architecture (chatbots, voicebots, agent-assist AI, and customer self-reporting tools), dive deep into GenAI conversational landscapes, and translate complex log data into actionable roadmap strategies. If you love solving open-ended problems and want to directly shape the experience of millions of global customers, you might just be our missing ingredient.
What you'll do
- Anchor the data strategy for our entire automation and chatbot analytics infrastructure, serving as the sole embedded analytics lead within the Global CX department.
- Proactively monitor user intents and trends to diagnose system bugs early and establish standardized, organization-wide KPIs for bot containment and NLP accuracy.
- Conduct deep-dive analyses of chat transcripts and user journeys, leveraging semantic clustering and LLM evaluation to uncover friction points and tune conversational flows.
- Continuously optimize and secure our reporting environment, ensuring data integrity, normalization, and advanced visualization techniques for critical executive decision-making.
- Partner closely with cross-functional teams (Product, Engineering, and CX Automation) to translate complex customer log data and system requirements into sustainable roadmap strategies.
- Own and deliver core business reporting mechanisms and dashboards, including the Monthly Business Review (MBR) and EBIT reviews.
What you'll bring
- A passion for driving automation-first transformations and solving complex operational problems within a fast-paced customer experience environment.
- Advanced proficiency in Python and SQL to handle increased domain complexity and secure our underlying reporting architecture.
- Experience with next-gen agentic workflow stacks (e.g., Claude Code, Cursor) to optimize development and analytical speed.
- Proven track record of designing, implementing, and maintaining high-visibility BI solutions and dashboards that communicate trends clearly to Directors, VPs, and SVPs.
- Excellent communication and stakeholder management skills, with the confidence to lead complex data analytics projects and influence cross-functional partner
You'll get
- Competitive Salary & 401k company match that vests immediately upon participation
- Generous parental leave of 16 weeks & PTO policy, as well as paid holidays off
- $0 monthly premium and other flexible health plans
- Amazing discounts, including up to 85% off HelloFresh subscription
- Emergency child and adult care services
- Snacks & monthly catered lunches
- Collaborative, dynamic work environment within a fast-paced, mission-driven company
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.
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