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Senior CX Operations Analyst at Humi. Who we are. Humi is the Canadian employment platform. We help Canadian businesses be better employers. Founded in 2016, our all-in-one employment system allows Canadian businesses to manage employee information, onboarding, performance, time off, employee benefits and payroll. . Humi officially joined Employment Hero to accelerate the mission of making employment easier and more valuable, for everyone. Employment Hero has a $2 billion valuation and a presence in 6 countries globally, servicing over 300,000 businesses and more than 2 million employees.. Our DNA. At Humi, we’re proud of our unique DNA.. . 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. . 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 are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission. . 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 Head of CX Operations 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.. This will include. Analyse performance data across our teams and customer experience to identify trends, issues, and opportunities for improvement. . Build & maintain forecasting models and capacity planning for all the CX functions. . 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. . Who you are. . 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. . . Company Location: Canada.