Senior Analyst - CX Automation Intelligence & Insights

HelloFresh
Warsaw
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Stakeholder management","Cross-functional collaboration","Problem-solving","Technical rigor"]

Lead the data strategy for automation-first CX and chatbot analytics within the Global Customer Experience organization. You’ll own embedded analytics architecture for chatbots, voicebots, agent-assist AI, and self-reporting tools, monitoring intents and KPIs for NLP accuracy and containment. Partner with Product, Engineering, and CX Automation to translate log data into roadmap strategies, and deliver executive reporting through dashboards and recurring reviews.

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HelloFresh
HelloFresh
1 day ago

Senior Analyst - CX Automation Intelligence & Insights

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 minutes agoStatus: Live

Job Summary

Lead the data strategy for automation-first CX and chatbot analytics within the Global Customer Experience organization. You’ll own embedded analytics architecture for chatbots, voicebots, agent-assist AI, and self-reporting tools, monitoring intents and KPIs for NLP accuracy and containment. Partner with Product, Engineering, and CX Automation to translate log data into roadmap strategies, and deliver executive reporting through dashboards and recurring reviews.
Location: Warsaw
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own the embedded analytics strategy and core automation/chatbot analytics architecture for the Global CX department.
  • •Proactively monitor user intents and trends to diagnose issues early and establish organization-wide KPIs for bot containment and NLP accuracy.
  • •Perform deep-dive analyses of chat transcripts and user journeys, using semantic clustering and LLM evaluation to uncover friction points and tune conversational flows.
  • •Optimize and secure the reporting environment by ensuring data integrity, normalization, and advanced visualization for executive decision-making.
  • •Partner with Product, Engineering, and CX Automation to translate complex log data and system requirements into roadmap strategies, and deliver dashboards and recurring business reviews.

Key Requirements

  • •Advanced proficiency in Python and SQL to build and maintain reporting and analytics infrastructure.
  • •Experience designing, implementing, and maintaining high-visibility BI solutions and dashboards for senior stakeholders.
  • •Hands-on ability to analyze conversational data using techniques such as semantic clustering and LLM evaluation.
  • •Experience with agentic workflow stacks (e.g., Claude Code, Cursor) to accelerate development and analysis.
  • •Excellent communication and stakeholder management skills to lead complex analytics work cross-functionally.
Skills:CommunicationStakeholder managementCross-functional collaborationProblem-solvingTechnical rigor
Tech Stack:PythonSQLGenAILLM evaluationNLPChatbotsVoicebotsAgent-assist AIClaude CodeCursorSemantic clusteringBI dashboardsIn-app CRM

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