Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.
Since launching in 2014, we've grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.
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
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 Customer Value Function, 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
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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
- Partner closely with business leaders to drive end-to-end programs of work, ensuring initiatives remain aligned to strategic priorities, delivery milestones, and measurable business outcomes
- 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
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Project & Stakeholder Management
- Ability to scope and lead major, multi-stream programs of work
- Able to tailor communications to any stakeholder and context
- Experience coordinating cross-functional programs from initiation through implementation, managing dependencies, risks, governance, and stakeholder alignment across multiple business teams
- 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
- Able to balance competing priorities, navigate ambiguity, and influence stakeholders to achieve practical outcomes while maintaining delivery momentum
- 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
- Able to use program and operational metrics to monitor delivery progress, identify risks, and provide actionable recommendations to business stakeholders
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’ll also
- Experience in CX or customer operations/analytics
- Be a high agency team member with a strong sense of ownership over your work
- Demonstrated experience partnering with business stakeholders to coordinate and deliver cross-functional initiatives, balancing competing priorities while managing plans, risks, dependencies, and successful execution
- 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)
At Employment Hero, we don't just talk about a better way to work. We live it.
Joining Employment Hero means you'll:
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Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes.
- Be trusted to own your work, make decisions, and have a real impact from day one.
- Access cutting-edge AI tools and technology that help you move faster, think bigger, and amplify your expertise.
- Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career.
- Own ESOP (Employee Share Options) in one of the world's fastest-growing technology companies, so you can share in the value you help create.
- Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth.
- Connect with colleagues from around the world at our Annual Global Gathering. We've celebrated together in Thailand, Vietnam, Bali and Dubai, and can't wait to meet in the Gold Coast, Australia, in September 2026.
Privacy and AI Notices
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AI Notice: We’re AI-first, so may use AI tools to review your applications and support our early interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
- We verify candidate identity and location as part of our hiring process.
- Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
- At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/
Employment Hero is the world’s first Employment Operating System: an end-to-end system built to make employment easier for everyone. From hired to retired, everything employment is managed in one place. Employment Hero helps over 300,000 businesses worldwide hire great people and manage everything from hiring, HR and payroll, through to rewards, recognition and offboarding —all automated behind the scenes. And for the 2M+ employees and jobseekers using Employment Hero, Employment OS is their work passport to unlock great job opportunities, manage work admin and grow their career.
