Senior Cx Operations Analyst

23 hours 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 areasPlanning, reporting, and driving execution of CX initiativesTaking full ownership of your projects, advancing complex initiatives at pace while ensuring high-quality deliveryCollaboration with stakeholders across the organisation to clarify complex topics and facilitate informed decision-makingThis will include the followingAnalysing performance data across teams and customer experience to identify trends, issues, and opportunities for improvementConducting discovery on customer journeys, systems, and processes to understand root causes and develop solutions using first principles thinkingEnabling rapid, phased delivery of solutions by prioritising what's required to executeCollaborating with cross-functional groups to generate insights, develop solutions, and coordinate deliveryCommunicating plans, updates, and narratives across multiple teams and levelsWho 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 outcomesProven executional track record and ability to drive deliverables to closureStrong sense of ownership and accountabilityProven ability to deliver quality results quickly under tight deadlinesExceptional problem-solving skills using a structured, first-principles approachProject and stakeholder management skills; able to lead major, multi-stream programs and tailor communication to any audienceProficiency in data analysis to build models, generate insights, and make actionable recommendationsWhat we can offer Remote work with time ownership and impactAccess to cutting-edge tools to amplify work, knowledge, and outputsAmbitious, outcome-driven colleaguesEmployee share options (ESOP) in a fast-growing tech companyGenerous benefits including parental leave, subsidised egg freezing, WFH office expense budget, and learning and development opportunitiesDetails Seniority level: AssociateEmployment type: Full-timeJob function: Other and Strategy/PlanningIndustries: Technology, Information and MediaAre we a match?
Click Apply and our Talent Team will be in touch.
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