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Employment Hero is an HR-focused technology company on a mission to create a "better world at work" and change what people expect from employment. Beckoning qua

Senior Customer Operations Analyst

Location

Worldwide

Posted

2 days ago

Salary

0

Seniority

Senior

No structured requirement data.

Job Description

Senior Customer Operations Analyst

Employment Hero

Role Description As a Senior CX Operations Analyst within CX Operations, you will design and implement solutions for the Customer Experience (CX) function’s most significant challenges. This involves building a global, AI-first, digitally enabled CX function from the ground up, focused on creating efficiencies in mature markets and unlocking growth in emerging ones. Reporting to the CX Operations Manager and as part of the central Business Operations team, you will help shape the engine that propels CX forward. Your responsibilities will include planning, reporting, and driving execution. You will take full ownership of your projects, advancing complex initiatives at pace while ensuring high-quality delivery. This role requires collaboration with stakeholders across the organisation to clarify complex topics and facilitate informed decision-making. You will: - Analyse performance data across our teams and customer experience to identify trends, issues, and opportunities for improvement. - Conduct discovery on our customer journeys, systems, and processes to deeply understand the root cause of issues, and develop solutions through first principles thinking that encompass the customer experience, ways of working, and systems; while considering the overall business context and objectives. - Enable the rapid, phased delivery of solutions by ruthlessly prioritising what’s required to execute. - Collaborate and bring together cross-functional groups to generate insights, develop solutions, and coordinate delivery. - Communicate across multiple teams and organisational levels; sharing plans, updates, and clear narratives. This role will include: - Project & Stakeholder Management - Ability to scope and lead major, multi-stream programs of work. - Able to tailor communications to any stakeholder and context. - Problem Solving - Able to apply a structured approach to problem solving complex issues. - Able to make connections on root causes of problems from a first principles approach. - Able to find innovative solutions to complex problems that exceed the business's KPIs. - Data Analysis - Able to gather complex data and surface it in an engaging format. - Able to use data to build models/forecasts that generate new insights. - Able to interpret data and use it to generate meaningful actions and recommendations. Qualifications - Experience in CX or customer operations/analytics. - Be a high agency team member with a strong sense of ownership over your work. - Understand what good looks like with experience executing in a fast-paced, results-driven environment. - Have the innate ability to simplify complex topics without sacrificing necessary detail. - Have demonstrated experience delivering complex solutions with few or no comparisons in the organisation. - Have demonstrated experience creating quality deliverables at a rapid pace that is unachievable for most. - Strong understanding of CX functions and optimal process design based on customer experience and performance outcomes. - Strong track record of being executional with a high propensity to GSD (driving forward deliverables to closure). Benefits - You will work remotely, with the flexibility to own your time and impact. - You will access cutting-edge tools to amplify your work, knowledge, and outputs. - You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life. - You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies. - You’ll also have access to a wide range of benefits that includes a very generous parental leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities. - Annual Global Gathering – so far we’ve been to Thailand, Vietnam, Bali, Dubai and are excited to meet in Gold Coast in Australia in September 2026.

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