Senior CX Operations Analyst

3 days ago

Sydney, New South Wales, Australia Employment Hero Full time
Overview

Senior CX Operations Analyst - Remote at Employment Hero. Join to apply for the Senior CX Operations Analyst - Remote role at Employment Hero.

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since 2014, we've scaled to a $2 billion valuation and operate in 6 countries. We service over 300,000 businesses and more than 2 million employees.

The EH Way is our DNA: Mission First, Remote First, AI First, Apolitical, Living by Our Values, and High Performance. We are committed to operating with focus, agility, and impact.

Your role

As a Senior CX Operations Analyst within CX Operations, you will design and implement solutions for the Customer Experience function's most significant challenges. Build a global, AI-first, digitally enabled CX function from the ground up, focusing on efficiencies in mature markets and growth in emerging ones. Reporting to the Head of CX Operations as part of the central Business Operations team, you will help shape the engine that propels CX forward.

Your key focus areas

  • Planning, reporting, and driving execution of CX initiatives
  • Taking full ownership of your projects, advancing complex initiatives at pace while ensuring high-quality delivery
  • Collaboration with stakeholders across the organisation to clarify complex topics and facilitate informed decision-making

This will include the following

  • Analysing performance data across teams and customer experience to identify trends, issues, and opportunities for improvement
  • Conducting discovery on customer journeys, systems, and processes to understand root causes and develop solutions using first principles thinking
  • Enabling rapid, phased delivery of solutions by prioritising what's required to execute
  • Collaborating with cross-functional groups to generate insights, develop solutions, and coordinate delivery
  • Communicating plans, updates, and narratives across multiple teams and levels
Who you are

To thrive at Employment Hero, embody The EH Way, with focus, agility, and impact.

  • A strong understanding of CX functions and optimal process design based on customer experience and performance outcomes
  • Proven executional track record and ability to drive deliverables to closure
  • Strong sense of ownership and accountability
  • Proven ability to deliver quality results quickly under tight deadlines
  • Exceptional problem-solving skills using a structured, first-principles approach
  • Project and stakeholder management skills; able to lead major, multi-stream programs and tailor communication to any audience
  • Proficiency in data analysis to build models, generate insights, and make actionable recommendations
What we can offer
  • Remote work with time ownership and impact
  • Access to cutting-edge tools to amplify work, knowledge, and outputs
  • Ambitious, outcome-driven colleagues
  • Employee share options (ESOP) in a fast-growing tech company
  • Generous benefits including parental leave, subsidised egg freezing, WFH office expense budget, and learning and development opportunities
Details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Other and Strategy/Planning
  • Industries: Technology, Information and Media

Are we a match? Click Apply and our Talent Team will be in touch. We celebrate diverse perspectives and experiences and encourage people of all backgrounds to apply. Applicants should submit their CV in PDF format for review.

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