Senior Operations Analyst

The Opportunity

The Senior Analyst is responsible for delivering structured, risk-aware and commercially grounded insight across all operational domains, including Clinical Operations, Medical decision-making, Physical Operations but will focus primarily on Customer Support.

This role acts as the primary analytics partner to senior Customer Support stakeholders, translating complex business and customer experience questions into robust analytical frameworks and actionable insights.

The Senior Analyst contributes to raising analytical standards within the BAI through mentorship, structured scoping, rigorous quality assurance and continuous improvement of analytical practices.

What you’ll do

Insight Ownership

Provide analytical oversight across core customer support workflows, including:

• Patient Screening
• Customer Support Ticket Interactions
• Customer Support agent performance
• Customer Support outcomes, CSAT & Trustpilot

Proactively identify customer experience, compliance, or operational risks and quantify their impact.

Senior Customer Support Stakeholder Partnership

• Act as a trusted analytics partner to senior Customer Support stakeholders
• Align on quarterly roadmap initiatives with CS leadership, including leading self-initiated projects with stakeholder buy-in
• Scope and structure complex or ambiguous CS and operational questions
• Maintain expert-level understanding of the dedicated CS data tables
• Translate findings into measurable & defensible insights
• Report progress and findings to the Ops Chapter Lead

Hypothesis-Driven Deep Dives

• Design and lead root-cause analyses into operational inefficiencies
• Quantify the impact of product, policy, or operational changes
• Challenge assumptions and provide alternative interpretations where appropriate
• Deliver actionable insights that inform decision-making through clear and compelling storytelling

What you’ll bring to HeliosX

Experience:

• 3–5 years’ experience in analytics, with a 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 rates.
• Experience working with multiple data sources and integrating cross-functional datasets to build a holistic operational view
• Experience in healthcare, pharmaceutical, e-commerce, subscription-based, or regulated environments is advantageous

Skills: 

• 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 that enable stakeholder self-serve insight
• 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, able to present to both technical and non-technical audiences
• Basic understanding of experimental design and A/B testing principles (desirable)
• Familiarity with product analytics platforms (e.g., Amplitude, Mixpanel) is advantageous

Life at HeliosX

At HeliosX, we’re building the future of healthcare. That means we need brilliant, mission-driven people who are excited to innovate, scale, and create change.

Here’s what you can expect:
- 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
- Wellbeing perks: Headspace subscription, gym discounts, L&D budget, and free Audible subscription

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