Senior Analyst - CX Automation Intelligence & Insights

HelloFresh
Berlin
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Stakeholder management","Problem-solving","Analytical thinking"]

Anchor the data strategy behind HelloFresh’s automation-first transformation for Global Customer Experience. Serve as the sole embedded analytics lead for automation and chatbot analytics, defining KPIs, monitoring intents and trends, and running deep-dive analyses of transcripts and journeys using semantic clustering and LLM evaluation. Optimize reporting environments and dashboards (including MBR and EBIT reviews) while partnering with Product, Engineering, and CX Automation to turn complex log data into actionable roadmap strategies.

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HelloFresh
HelloFresh
2 days ago

Senior Analyst - CX Automation Intelligence & Insights

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Anchor the data strategy behind HelloFresh’s automation-first transformation for Global Customer Experience. Serve as the sole embedded analytics lead for automation and chatbot analytics, defining KPIs, monitoring intents and trends, and running deep-dive analyses of transcripts and journeys using semantic clustering and LLM evaluation. Optimize reporting environments and dashboards (including MBR and EBIT reviews) while partnering with Product, Engineering, and CX Automation to turn complex log data into actionable roadmap strategies.
Location: Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Anchor the data strategy for automation and chatbot analytics architecture within the Global CX department.
  • •Proactively monitor user intents and trends to diagnose issues early and establish standardized KPIs for bot containment and NLP accuracy.
  • •Conduct deep-dive analyses of chat transcripts and user journeys using semantic clustering and LLM evaluation to improve conversational flows.
  • •Continuously optimize and secure the reporting environment, ensuring data integrity, normalization, and advanced visualization for executive decision-making.
  • •Deliver core reporting mechanisms and dashboards, including MBR and EBIT reviews, and partner with Product, Engineering, and CX Automation on roadmap strategies.

Key Requirements

  • •Advanced proficiency in Python and SQL to build and secure reporting/analytics infrastructure.
  • •Experience designing, implementing, and maintaining high-visibility BI solutions and dashboards for senior stakeholders.
  • •Track record of driving automation-first improvements in a fast-paced customer experience environment.
  • •Hands-on experience with agentic workflow stacks (e.g., Claude Code, Cursor) to accelerate analysis and development.
  • •Excellent communication and stakeholder management skills to lead complex analytics projects across functions.
Experience:Customer experienceBIConversational AIGenAI
Skills:CommunicationStakeholder managementProblem-solvingAnalytical thinking
Languages:English
Tech Stack:PythonSQLChatbotsVoicebotsAgent-assist AIGenAILLM evaluationNLPSemantic clusteringIn-app CRMBI dashboardsMonthly Business Review (MBR)EBIT reviewsClaude CodeCursor

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn