Senior Analyst - CX Automation Intelligence & Insights

About the role

This is a hybrid position based in our Newark, NJ or New York City HelloFresh office. As a Senior Data Analyst on the Global Customer Experience (GCX) team, you will anchor the data strategy driving an automation‑first transformation. The team’s mission is to understand customer journeys and empower market leads with insights and intelligent solutions that improve satisfaction, retention, and efficiency.

Responsibilities

• Anchor the data strategy for the 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 the 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.

Requirements

• Passion for driving automation‑first transformations and solving complex operational problems in a fast‑paced customer experience environment.
• Advanced proficiency in Python and SQL to handle increased domain complexity and secure the 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 partners.

Benefits

• Competitive salary and 401(k) company match that vests immediately upon participation.
• Generous parental leave of 16 weeks and a comprehensive PTO policy, plus paid holidays.
• $0 monthly premium and other flexible health plans.
• Discounts of up to 85% off HelloFresh subscriptions.
• Emergency child and adult care services.
• Snacks and monthly catered lunches.
• Collaborative, dynamic work environment within a fast‑paced, mission‑driven company.

Pay

Pay Range: $101,000 — $117,000 USD (applicable to both New York City and Newark, NJ locations).