Job Description
We're seeking a talented Data Analyst to join our team. As a key member of the Zendesk Analytics Prototyping (ZAP) team, you will play a crucial role in accelerating AI analytics and measuring the value AI agents deliver to customers and end-users.
Key Responsibilities:
* Partner with internal stakeholders to understand business strategies and operational objectives.
* Develop metrics and analyses that support these goals.
* Analyze vast amounts of data from various sources to understand its impact on customer experience.
* Build complex SQL queries to analyze trends in customer interactions, AI adoption, and business performance.
* Prototype and validate new measurements and insights that assess human and AI-driven support operations.
* Collaborate with product and engineering teams to surface actionable AI performance insights in analytics reporting platforms.
Required Skills and Qualifications
To succeed in this role, you'll need:
* Bachelor's degree in computer science, data science, statistics, engineering, or a related field (Master's degree preferred).
* 7+ years of experience in data analysis or a related field.
* Extensive knowledge of SQL, Python, and data warehousing operations.
* Demonstrated expertise in advanced analytics and statistical modeling, including predictive modeling, segmentation, and data mining techniques.
* Experience with data visualization / BI tools.
* Excellent communication and collaboration skills.
What We Offer
In this role, you'll have the opportunity to work with a talented team and contribute to the development of cutting-edge analytics solutions. You'll also have access to ongoing training and professional development opportunities to help you grow your skills and advance your career.
We're committed to creating an inclusive and diverse work environment where everyone feels valued and empowered to contribute their best work.
About Us
We're a leading provider of customer experience software, dedicated to helping businesses build rich, meaningful relationships with their customers. Our mission is to simplify the complexity of business and make it easy for companies and customers to create connections.