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Job Description
Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relationships. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home. We are seeking a Senior Analyst, Enterprise Analytics within our Enterprise Data and Analytics team.
We are looking for someone who has the technical skills to surface insights quickly, and the data storytelling skills to communicate those insights in a way that persuades action. You will be responsible for supporting leaders in various functions (Product, GTM, Finance, etc), democratizing data & insights, and conducting in-depth analysis to support data driven decisions. You should be confident in your ability to analyze data from various sources and to communicate a strategic narrative based on your analysis of the data. This role is both technical and analytical.
Responsibilities include:
- Collaboration with business partners in Product, Finance, Marketing, and GTM to identify and prioritize research and analysis efforts.
- Define problem statements and explore the data to understand who our customers are, how they get value out of Zendesk products, and where we can develop our products to improve retention and create even greater value over time.
- Build business insights, reports and dashboards that will lead to better business decisions, product development prioritization and higher team productivity in a way that promotes a data-driven mindset for the Product organization.
- Partner with in function data & analytics team and cross-functional analytics teams to drive standardization and consistency of product insights reporting across the entire company.
- Build the visualizations that display the data-driven insights in a beautifully simple way.
- Participate in cross-functional teams as a domain data expert.
- Mentor and enable team members and other users of the data.
Desired Skills and Qualifications:
- An analytical mindset, with the intellectual curiosity to search for context and insight behind the numbers paired with a strong business and product acumen.
- 4+ years experience working with SQL or other querying language; be ready to demonstrate this skill in your interview (required).
- Proficiency with analytics and visualization tools like Tableau, Looker, or similar. Ability to turn data into actionable insights and visually engaging reports (preferred).
- Demonstrate an ability to deliver work autonomously while developing domain expertise and enabling your peers.
- Excellent problem-solving skills to understand data analysis needs and devise suitable strategies.
- A knack for identifying and investigating anomalies in data and ability to analyze complex dataset and draw meaningful insights.
- Applied experience in framing ambiguous problems, collecting/preparing data, and applying analytical rigor.
- Exceptional communication and presentation skills. Able to tell a visual story that leads to results and decision making.
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.
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 5,000 employees worldwide have the flexibility 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.
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