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 300,000 businesses and more than 2 million employees.
The EH Way
At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.
1. We are Mission First – everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. 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
4. We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values – we role model our values 100% of the time
6. 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 Head of CX Operations and as part of the central Business Operations team, you will help shape the engine that propels CX forward.
Your key focus areas will be:
- 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 our teams and customer experience to identify trends, issues, and opportunities for improvement
- Conducting 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
- Enabling the rapid, phased delivery of solutions by ruthlessly prioritising what’s required to execute
- Collaborating and bringing together cross-functional groups to generate insights, develop solutions, and coordinate delivery
- Communicating across multiple teams and organisational levels; sharing plans, updates, and clear narratives
Who you are
To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact.
For this role you will also bring:
- A strong understanding of CX functions and optimal process design based on customer experience and performance outcomes
- A track record of being executional with a high propensity to “Get Stuff Done” (driving forward deliverables to closure)
- A strong sense of ownership and accountability
- A proven track record of delivering quality results quickly and efficiently, even when faced with tight deadlines
- Exceptional problem-solving skills, using a structured, first-principles approach to tackle complex issues and find innovative solutions.
- Skills in managing projects and stakeholders, capable of leading major, multi-stream programs while effectively tailoring your communication to any audience.
- Proficiency in data analysis, able to gather and interpret complex data to build models, generate new insights, and make meaningful, actionable recommendations
What we can offer
At Employment Hero, we don’t just talk about a better way to work — we live it. Joining Employment Hero means:
- 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 (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities
Are we a match?
Think we’re the right match for you? Fantastic — click ‘Apply’ and our Talent Team will be in touch.
At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/
We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply.
Candidates are kindly requested to submit their CV in PDF format for review.
