Senior Analyst - CX Automation Intelligence & Insights

Senior Analyst - CX Automation Intelligence & Insights

This is a hybrid role to our Berlin HelloFresh Headquarters Office

Work with HelloFresh in Berlin and its HelloTech organisation, HelloFresh’s global technology backbone with more than 1000 people, building the digital products that power our end-to-end food experience. From meal kits and ready-to-eat meals to specialty offerings like pet food and premium meat & seafood, HelloTech creates the platforms that bring tailored food solutions to millions of customers every month.

Our subscription-based, direct-to-consumer model relies on technology at every step, from customer-facing apps and personalization logic to pricing, forecasting, supply chain optimization, and initiatives that help reduce food waste. While our brands operate independently to serve distinct customer needs, they are united by shared platforms, data, and operational excellence built by HelloTech.

HelloTech works in autonomous, cross-functional alliances, each owning a specific product or domain end to end. By working with our Warsaw office, you will help shape scalable, data-driven products used across our markets, working with a modern tech stack and international teams to continuously improve how people discover, order, and enjoy HelloFresh’s products, today and in the future.

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

What we offer: The Toppings

• Global collaboration at scale: Collaborate with experienced engineers and product partners across HelloTech’s international teams, in a culture of active knowledge sharing.
• Technology with real-world impact: Build and operate modern systems at global scale, supporting 6+ millions of customers and complex supply chain operations.
• Technical/Product/Design leadership: Drive best practices and influence architecture/design, quality, and ways of working in an autonomous, product-led setup.
• End-to-end development/delivery: Drive decisions from problem definition to production, improving systems and enabling long-term scalability.
• Access to workspace at Warsaw Centre Point. The hub offers modern facilities including showers, breakout zones, outdoor space, cycle parking, and refreshments (coffee, soft drinks, and fruit).

Are you the missing ingredient? If this sounds like a tasty opportunity, we’d be excited to hear from you. We aim to review your profile and respond within 5 business days.

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