Senior Operations Analyst (FTC)

United Kingdom·Londonsenior

OperationsOperations Analyst

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Quick Summary

Key Responsibilities

Patient Screening Customer Support Ticket Interactions Customer Support agent performance Customer Support outcomes, CSAT & Trustpilot Proactively identify customer experience, compliance,

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OperationsOperations Analyst

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.

Where we are now:

We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields.

In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.

Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.

Where we’re going:

2026 is another significant year for HeliosX. Our ambition is to surpass £1.1bn in revenue, continue expanding thoughtfully into new international markets and broaden our condition and treatment portfolio. As we scale, we're focused on building the technology, operational excellence and clinical capabilities that will support sustainable long-term growth. Joining HeliosX now means helping shape the systems, teams and products that will define the next chapter of digital healthcare. You'll be solving complex problems at pace, working alongside exceptional people and building products that genuinely improve lives at scale.

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.

Responsibilities

~1 min read

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.

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

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

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

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

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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