Senior Analyst - CX Automation Intelligence & InsightsNew
The opportunity
As a Senior Data Analyst at HelloFresh, you will anchor the data strategy driving our aggressive, automation-first transformation. Our Global Customer Experience (GCX) team’s mission is to understand our customers’ journeys and empower market leads with insights and intelligent…
What you'll do
Anchor the data strategy for our 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 our 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.
