{"id":3894175,"url":"https://alion.io/job/heliosx-senior-operations-analyst-ftc","title":"Senior Operations Analyst (FTC)","company":{"id":449831,"name":"HeliosX","domain":"heliosx.com","url":"https://alion.io/company/heliosx","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-06T19:30:34Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T18:23:20Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Ready to revolutionize healthcare, making it faster and more accessible than ever before? \nHow we started:\nFounded 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.\nWhere we are now:\nWe’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.\nIn 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.\nToday, 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.\nWhere we’re going:\n2026 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.\nThere’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!\nThe Opportunity\nThe 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.\nThis 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.\nThe Senior Analyst contributes to raising analytical standards within the BAI through mentorship, structured scoping, rigorous quality assurance and continuous improvement of analytical practices.\nWhat you’ll do\nInsight Ownership\nProvide analytical oversight across core customer support workflows, including:\nPatient Screening\nCustomer Support Ticket Interactions\nCustomer Support agent performance\nCustomer Support outcomes, CSAT & Trustpilot\nProactively identify customer experience, compliance, or operational risks and quantify their impact.\nSenior Customer Support Stakeholder Partnership\nAct as a trusted analytics partner to senior Customer Support stakeholders\nAlign on quarterly roadmap initiatives with CS leadership, including leading self-initiated projects with stakeholder buy-in\nScope and structure complex or ambiguous CS and operational questions\nMaintain expert-level understanding of the dedicated CS data tables\nTranslate findings into measurable & defensible insights\nReport progress and findings to the Ops Chapter Lead\nHypothesis-Driven Deep Dives\nDesign and lead root-cause analyses into operational inefficiencies\nQuantify the impact of product, policy, or operational changes\nChallenge assumptions and provide alternative interpretations where appropriate\nDeliver actionable insights that inform decision-making through clear and compelling storytelling\nWhat you’ll bring to HeliosX\nExperience:\n3-5 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.\nExperience working with multiple data sources and integrating cross-functional datasets to build a holistic operational view\nExperience in healthcare, pharmaceutical, e-commerce, subscription-based, or regulated environments is advantageous\nSkills: \nStrong proficiency in manipulating large datasets and optimising advanced SQL queries\nAbility to produce effective measurement plans and data scopes for implementation by Data Engineering\nExperience building reusable reporting frameworks and tools that enable stakeholder self-serve insight\nStrong experience with BI and visualisation tools\nHypothesis-driven analytical thinking with the ability to design and execute structured analytical approaches\nAbility to synthesise insights across multiple analytical domains into coherent operational narratives\nStrong written and verbal communication skills, able to present to both technical and non-technical audiences\nBasic understanding of experimental design and A/B testing principles (desirable)\nFamiliarity with product analytics platforms (e.g., Amplitude, Mixpanel) is advantageous\nLife at HeliosX\nAt 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.\nHere’s what you can expect:\n- 25 Days Holiday (+ public holidays)\n- Private healthcare, including dental and vision cover\n- Employee Pension with Smart Pension and enhanced parental leave\n- Cycle-to-work and Electric Car schemes\n- Free monthly products from Dermatica and MedExpress, plus family discounts\n- Home office allowance\n- Wellbeing perks: Headspace subscription, gym discounts, L&D budget, and free Audible subscription\n#LI-Hybrid #LI-Senior","description_format":"text","description_chars":6351,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Home office","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Health Apps"],"lifecycle":[{"event":"open","at":"2026-11-06T22:35:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":49,"reasons":["conf:2","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/heliosx-senior-operations-analyst-ftc","json_url":"https://alion.io/job/heliosx-senior-operations-analyst-ftc.json","meta":{"generated_at":"2026-11-09T19:38:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5757,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449831},"rest":"https://alion.io/mcp/rest/get_company?id=449831"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fheliosx-senior-operations-analyst-ftc"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fheliosx-senior-operations-analyst-ftc"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fheliosx-senior-operations-analyst-ftc"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/heliosx-senior-operations-analyst-ftc\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fheliosx-senior-operations-analyst-ftc"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3894175}},{"tool":"search_jobs","arguments":{"company":"heliosx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3894175},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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