Senior Analyst - CX Automation Intelligence & Insights

HelloFresh
Newark, New York
Workplace: HybridFull timeUSD 101,000 - 117,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Stakeholder management","Problem-solving"]

Drive data strategy for a customer experience automation transformation within the Global Customer Experience team. Own embedded analytics for chatbot and agent-assist workflows, monitor intents and trends, and standardize KPIs for bot containment and NLP accuracy. Perform deep analyses of chat transcripts and journeys using semantic clustering and LLM evaluation, improve reporting environments and dashboards for executive decision-making, and partner with Product, Engineering, and CX Automation on roadmap insights.

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HelloFresh
HelloFresh
1 week ago

Senior Analyst - CX Automation Intelligence & Insights

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Drive data strategy for a customer experience automation transformation within the Global Customer Experience team. Own embedded analytics for chatbot and agent-assist workflows, monitor intents and trends, and standardize KPIs for bot containment and NLP accuracy. Perform deep analyses of chat transcripts and journeys using semantic clustering and LLM evaluation, improve reporting environments and dashboards for executive decision-making, and partner with Product, Engineering, and CX Automation on roadmap insights.
Location: Newark, New York
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 embedded analytics lead in Global CX.
  • •Monitor user intents and trends to diagnose system issues 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 tune conversational flows.
  • •Optimize and secure the reporting environment to ensure data integrity, normalization, and advanced visualization for executive decisions.
  • •Build and deliver core reporting mechanisms and dashboards, including Monthly Business Review (MBR) and EBIT reviews.

Pay and Benefits

Salary: USD 101,000 - 117,000 annually
Perks:401k MatchParental LeavePaid HolidaysHealth InsuranceEmergency CareMeal Allowance

Key Requirements

  • •Advanced proficiency in Python and SQL to build and maintain reporting architecture for automation analytics.
  • •Experience designing, implementing, and maintaining high-visibility BI solutions and dashboards for senior stakeholders.
  • •Proven ability to conduct deep-dive analyses of chat transcripts and customer journeys to uncover friction points.
  • •Experience working with GenAI/agentic workflow stacks (e.g., Claude Code, Cursor) for faster analytics and development.
  • •Excellent communication and stakeholder management skills to lead analytics projects and influence cross-functional partners.
Skills:CommunicationStakeholder managementProblem-solving
Languages:English
Tech Stack:PythonSQLGenAILLMClaude 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