Job Location: Remote
Who You Are:
Zendesk is looking for Sr. Analyst, Global Customer Strategy & Analytics with strong technical experience and analytical skills to partner with our Advocacy leadership team and scale our growing global business.
The ideal candidate will have a passion for data and the drive to deliver data solutions and business insights for the Advocacy org at Zendesk. You will deeply understand the current data pain points of the Advocacy team and build beautifully simple visualizations, tools, and datasets that will significantly improve the way this team reviews metrics and action plan.
What You Will Be Doing:
You will serve as a key contributor to the business leadership team focusing on Advocacy operations. This is a cross-functional role bridging across Data and PMO. You will need to develop a strong relationship with customer-facing teams to help shape, build, and scale up our forecasting, planning, and data & reporting foundation for our Advocacy business.
Responsibilities:
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Leverage multiple data sources to deliver insights on various analytical projects and assignments
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Sift through large data sets via query languages and BI tools for dashboards and reporting
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Lead and participate in the ongoing development and support of enterprise-level reporting, dashboards, and scorecards
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Gather business requirements to scope and deliver analytical dashboarding for teams to stay on top of their KPIs and initiatives
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Provide operational improvements and recommendations based on data insights and use cases to customer facing leadership
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Offer enablement to heavy users of our dashboards and tools
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Work closely with Product to provide feedback on helping us build the Explore blueprint for our customers
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SME to ensure Explore reporting matches closely to ED&A and Advocacy Analytics work
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Meet with cross-functional leaders regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs
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Be rigorous about monitoring metric performance and conducting deep dives to investigate success drivers of core metrics
Requirements
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BA/BS degree required, MBA a plus, but not required
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5+ years of relevant experience in advanced analytics, data warehouse platforms and business analytics
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Intermediate to advanced knowledge of SQL or other coding languages and BI tools
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Effective, clear, and concise presentation and communication skills, verbal and written
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Valuable work experience in using quantitative skills to drive meaningful insights and actionable business results from large volumes of data
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Exceptional problem solving skills and demonstrated ability to structure complex questions and propose innovative solutions
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Experience with querying and scoping (SQL, BigQuery), analysis (Excel, Google Sheets), summarizing (slides, pivot tables, charts), reporting/visualization (Tableau)
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High-energy, team-first, positive attitude
About Zendesk – Champions of Customer Service
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 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.
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.
For jobs in the US only: If hired, you will be required to provide proof of full vaccination against COVID-19 and will be provided with an opportunity to request an accommodation for reasons recognized by applicable law. This is a requirement of employment for jobs based in the United States.
For jobs in Australia, Brazil, Canada, the Philippines and Singapore: If hired and required to work in office or in person with others as part of your job, you will be required to provide proof of full vaccination against COVID-19. Zendesk will consider exceptions for reasons recognized by applicable law. This is a requirement of employment for jobs based in Australia, Brazil, Canada, the Philippines and Singapore.
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 benefits@zendesk.com with your specific accommodation request.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.
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