Senior Analyst - CX Automation Intelligence & Insights

As a Senior Data Analyst at HelloFresh, you will anchor the data strategy driving our aggressive, automation-first transformation. 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.

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 need

• 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 partners.

What they offer

• Collaborate with experienced engineers and product partners across HelloTech's international teams, in a culture of active knowledge sharing.
• Build and operate modern systems at global scale, supporting 6+ millions of customers and complex supply chain operations.
• Drive best practices and influence architecture/design, quality, and ways of working in an autonomous, product-led setup.
• Drive decisions from problem definition to production, improving systems and enabling long-term scalability.
• Access to workspace at Warsaw Centre Point with modern facilities including showers, breakout zones, outdoor space, cycle parking, and refreshments.