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SalaryWho we’re looking for:
The Zendesk Analytics Prototyping team (ZAP) is seeking a Sr Data Analyst to accelerate research into new CRM measurements and insights, and promote a data-centric approach to improving customer support tools and operations. The ideal candidate is a self-starter, highly curious and data-driven problem solver, with a keen eye for developing insights that drive business decisions. You should have strong SQL skills, an analytical mindset, and the ability to visualize and present analyses and assumptions to both technical and non-technical audiences effectively. If you are passionate about leveraging vast amounts of data to influence strategy and improve support operations, we would love to hear from you!
What you’ll be doing:
Partner closely with internal stakeholders to understand business strategies, operational objectives, and develop metrics and analyses that support these goals.
Work with huge amounts of data from various data sources, developing a deep understanding of how it connects together and relates to the customer.
Build complex SQL queries to analyze trends in customer experiences and business performance.
Prototype and vet new measurements and insights that capture all aspects of support operations, both human and ML-driven, and the value delivered to Zendesk users and their customers.
Collaborate with product and engineering teams to surface actionable insights to Zendesk customers through its analytics platform ‘Explore’.
What you bring to the role
Basic Qualifications:
Bachelor's degree in computer science, data science, statistics, engineering or a related field (Master's degree preferred).
6+ years of experience in data analysis or a related field.
Extensive knowledge of SQL, Python and data warehousing operations (ETL).
Demonstrated expertise in advanced analytics and statistical modeling, including predictive modeling, segmentation, and data mining techniques.
Experience with data visualization / BI tools (e.g., Tableau, Looker, etc.)
Excellent communication and collaboration skills.
Thrive in ambiguous situations, possesses a proactive problem-solving attitude.
Preferred Qualifications:
Experience with Lean/6 Sigma principles.
Familiarity with AI and machine learning principles.
Understanding of the CRM industry and Zendesk's products.
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
The US annualized base salary range for this position is $103,000.00-$155,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
