About the role
Who we are 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 our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 350,000 businesses and more than 3 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission? We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale We Live by Our Values - we role model our values 100% of the time We Expect High Performance - we set a high standard and we’re not satisfied with being average This role 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 problem that exceed the businesses 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
