HelloFresh
Senior Analyst - CX Automation Intelligence… at HelloFresh · Toronto
Job Description
Senior Analyst - CX Automation Intelligence & Insights
This is a hybrid role to our Toronto HelloFresh Headquarters Office
Work with HelloFresh in Toronto 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 Toronto 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
Let’s cut to the cheese, this is why you'll love it here
- Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
- Health & Wellness - Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
- Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance.
- Family Benefits - A parental leave top-up program for expectant parents.
- Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
- Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
- Diversity & Inclusion Initiatives - With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
- Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!
Flexible Hybrid Approach
At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience.
To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 2 days in office per week, with most teams in office between 2-3 days a week.
#LI-HYBRID #DATA
Working Conditions
It’s no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process.