Senior Analyst - CX Automation Intelligence & Insights

Summary

At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.

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.

#data New York Pay Range $101,000—$117,000 USD Newark, NJ Pay Range $101,000—$117,000 USD

About HelloFresh

We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action - from developing new recipes to constantly improving our process of getting dinner to our customers' homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!

At HelloFresh, we embrace diversity and inclusion. We are an equal-opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company's commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.

We want to adapt our processes and create a safe space that welcomes everyone so please let us know how we can accommodate our process. In case you have any accessibility requirements you can share that with us in the application form.

To learn more about what it's like working inside HelloFresh, follow us on Instagram and LinkedIn.

HelloFresh is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at:

• Europe: [email protected]
• APAC: [email protected]
• United States: [email protected]
• Canada: [email protected]

Job Description

At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.

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.

#data New York Pay Range $101,000—$117,000 USD Newark, NJ Pay Range $101,000—$117,000 USD

About HelloFresh

We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action - from developing new recipes to constantly improving our process of getting dinner to our customers' homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!

At HelloFresh, we embrace diversity and inclusion. We are an equal-opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company's commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.

We want to adapt our processes and create a safe space that welcomes everyone so please let us know how we can accommodate our process. In case you have any accessibility requirements you can share that with us in the application form.

To learn more about what it's like working inside HelloFresh, follow us on Instagram and LinkedIn.

HelloFresh is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at:

• Europe: [email protected]
• APAC: [email protected]
• United States: [email protected]
• Canada: [email protected]