Senior Operations Analyst (FTC)

The role

The Senior Analyst delivers structured and commercially grounded insight across operational domains, focusing primarily on Customer Support. This person acts as an analytics partner to senior stakeholders to translate complex business questions into actionable insights.

What you will do

• Provide analytical oversight across core customer support workflows
• Identify customer experience, compliance, or operational risks and quantify impact
• Act as a trusted analytics partner to senior Customer Support stakeholders
• Align on quarterly roadmap initiatives with CS leadership
• Scope and structure complex or ambiguous CS and operational questions
• Maintain expert-level understanding of dedicated CS data tables
• Translate findings into measurable and defensible insights
• Report progress and findings to the Ops Chapter Lead
• Design and lead root-cause analyses into operational inefficiencies
• Quantify the impact of product, policy, or operational changes

Required qualifications

• 3–5 years’ experience in analytics
• Strong understanding of customer support and operational metrics such as first response and resolution times, SLA adherence, CSAT, contact rate, cost to serve and automation or self-serve resolution r
• Experience working with multiple data sources and integrating cross-functional datasets
• Strong proficiency in manipulating large datasets and optimising advanced SQL queries
• Ability to produce effective measurement plans and data scopes for implementation by Data Engineering
• Experience building reusable reporting frameworks and tools
• Strong experience with BI and visualisation tools
• Hypothesis-driven analytical thinking with the ability to design and execute structured analytical approaches
• Ability to synthesise insights across multiple analytical domains into coherent operational narratives
• Strong written and verbal communication skills

Nice to have

• Experience in healthcare, pharmaceutical, e-commerce, subscription-based, or regulated environments
• Basic understanding of experimental design and A/B testing principles
• Familiarity with product analytics platforms (e.g., Amplitude, Mixpanel)

Benefits

• 25 Days Holiday (+ public holidays)
• Private healthcare, including dental and vision cover
• Employee Pension with Smart Pension and enhanced parental leave
• Cycle-to-work and Electric Car schemes
• Free monthly products from Dermatica and MedExpress, plus family discounts
• Home office allowance
• Headspace subscription
• Gym discounts
• L&D budget
• Free Audible subscription

About the company

HeliosX is a healthcare platform that operates across four international markets with brands including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. The company focuses on vertical integration and scaling through technology and medical expertise.