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... voice, chat, email, SMS, and every other channel. We're building a future where customer ... Design and implement application security controls across our AI agent platform, including secure ...

SS&C

Sr. Principal Architect, AI Solutions

New York, NY · On-site +1

Build and manage a roadmap of AI initiatives (virtual agents, agent assist, analytics, routing ... bot design, implementation, testing and optimisation. Comfortable operating as both strategic lead ...

SS&C

Sr. Principal Architect, AI Solutions

Boston, MA · On-site +1

Build and manage a roadmap of AI initiatives (virtual agents, agent assist, analytics, routing ... bot design, implementation, testing and optimisation. Comfortable operating as both strategic lead ...

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Senior Analyst - CX Automation Intelligence & Insights

New York, NY

HelloFresh
Food Services and Drinking Places • 1 - 5K employees
Learn more about HelloFreshexternal

Full-time

Medical, Retirement, PTO

Posted 9 days ago

HelloFresh rating

6.6

Company rating: 6.6 out of 10

Based on 52 frontline employees who took The Breakroom Quiz

10th of 24 rated food delivery companies

Job description

Senior Data Analyst 

This is a hybrid role to our Newark, NJ or New York City HelloFresh Office

The role

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 solutions that improve satisfaction, retention, and efficiency. We are moving fast to scale our self-serve rate, achieve 100% chatbot coverage, improve CSAT, and launch real-time, proactive incident communications via in-app CRM channels.

We need a strategic thought partner for our Product, Engineering, and CX Automation teams who brings a high bar of technical rigor. In this role, you will own our core automation analytics architecture (chatbots, voicebots, agent-assist AI, and customer self-reporting tools), dive deep into GenAI conversational landscapes, and translate complex log data into actionable roadmap strategies. If you love solving open-ended problems and want to directly shape the experience of millions of global customers, you might just be our missing ingredient.

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.
What you'll bring
  • A passion for driving automation-first transformations and solving complex operational problems within a fast-paced customer experience environment.
  • Advanced proficiency in Python and SQL to handle increased domain complexity and secure our 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 partner
You'll get
    • Competitive Salary & 401k company match that vests immediately upon participation
    • Generous parental leave of 16 weeks & PTO policy, as well as paid holidays off
    • $0 monthly premium and other flexible health plans
    • Amazing discounts, including up to 85% off HelloFresh subscription
    • Emergency child and adult care services
    • Snacks & monthly catered lunches
    • Collaborative, dynamic work environment within a fast-paced, mission-driven company

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.

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What HelloFresh employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About HelloFresh

Sourced by ZipRecruiter

HelloFresh is a meal-kit company based in Berlin, Germany. It is the largest meal-kit provider in the United States and also has operations in Australia, Canada, New Zealand, and the United Kingdom, as well as Europe (Germany, Austria, Switzerland, Belgium, Netherlands, Luxembourg, France, Italy, Ireland, Spain and Scandinavia). HelloFresh’s mission is to change the way people eat forever by helping consumers save money with every meal, democratizing access to high-quality food, allowing everyone to enjoy a varied and tasty diet, and reducing food waste through CO2 neutral delivery of every box.

Industry

Food services and drinking places

Company size

1,001 - 5,000 Employees

Headquarters location

New York, NY, US

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