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 HelloFreshs 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 HelloFreshs products today and in the future.

As a Senior Data Analyst at HelloFresh you will anchor the data strategy driving our aggressive automation-first transformation. Our Global Customer Experience (GCX) teams 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 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.

• 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.

• 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

Lets cut to the cheese this is why youll 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 youll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives -With impactful ERGs 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 havent 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

Its 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.