Senior Analyst - CX Automation Intelligence & Insights

HelloFresh
Toronto
Workplace: HybridFull timeUSD 85,000 - 120,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Stakeholder management","Problem-solving","Strategic thinking"]

Own the data strategy for customer experience automation, focusing on chatbot and agent-assist analytics within the Global CX team. You’ll serve as the embedded analytics lead, monitoring intents and KPI quality, running deep analyses on chat transcripts and user journeys using semantic clustering and LLM evaluation, and translating complex logs into roadmap insights. Build and continuously optimize dashboards and reporting mechanisms that executive teams use to improve satisfaction, retention, and efficiency.

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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

Own the data strategy for customer experience automation, focusing on chatbot and agent-assist analytics within the Global CX team. You’ll serve as the embedded analytics lead, monitoring intents and KPI quality, running deep analyses on chat transcripts and user journeys using semantic clustering and LLM evaluation, and translating complex logs into roadmap insights. Build and continuously optimize dashboards and reporting mechanisms that executive teams use to improve satisfaction, retention, and efficiency.
Location: Toronto
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 infrastructure as the sole embedded analytics lead within Global CX.
  • •Monitor user intents and trends to diagnose system bugs early and establish standardized KPIs for bot containment and NLP accuracy.
  • •Perform deep-dive analyses of chat transcripts and user journeys using semantic clustering and LLM evaluation to identify 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 teams to translate customer log data into roadmap strategies and deliver core reporting (MBR and EBIT reviews).

Pay and Benefits

Salary: USD 85,000 - 120,000 annually
Perks:Health InsuranceDentalPaid LeaveParental LeaveLearning BudgetGym Membership

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 executive audiences.
  • •Experience with next-gen agentic workflow stacks (e.g., Claude Code, Cursor) to improve development and analytical speed.
  • •Track record of driving automation-first transformations in a fast-paced customer experience environment.
  • •Excellent communication and stakeholder management skills to lead complex analytics projects and influence cross-functional partners.
Experience:Customer experienceAutomationBIGenAI
Skills:CommunicationStakeholder managementProblem-solvingStrategic thinking
Tech Stack:PythonSQLGenAILLM evaluationNLPChat transcriptsSemantic clusteringChatbotsVoicebotsAgent-assist AIIn-app CRMBI dashboardsReportingData visualizationClaude CodeCursorMBR dashboardsEBIT reviews

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