Senior AI Data & Analytics Analyst
Senior AI Data & Analytics Analyst
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Job Description
Job Description
Who were looking for:
The Zendesk Analytics Prototyping (ZAP) team is seeking a Sr Data & Analytics Analyst to accelerate AI analytics focusing on measuring the value AI agents deliver to Zendesk customers and their end users. This role will play a key part in quantifying AI-driven efficiency gains automation impact and customer outcomes ensuring we can articulate AIs business value in customer-facing reporting. The ideal candidate should have strong SQL skills an investigative mindset and the ability to translate complex analyses into clear compelling narratives for both technical and non-technical audiences. If youre passionate about leveraging data to shape how AI adoption usage and value are measuredand how those insights are shared with customerswed love to hear from you!
What youll be doing:
Partner closely with internal stakeholders to understand business strategies operational objectives and develop metrics and analyses that support these goals.
Work with vast amounts of data from various sources developing a deep understanding of how it connects and impacts the 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 both human and AI-driven support operations ensuring we quantify AIs value to Zendesk users and their customers.
Collaborate with product and engineering teams to surface actionable AI performance insights in Zendesks analytics reporting platforms.
What you bring to the role
Basic Qualifications:
Bachelors degree in computer science data science statistics engineering or a related field (Masters degree preferred).
5 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. Looker QuickSight etc.)
Excellent communication and collaboration skills.
Thrive in ambiguous situations possesses a proactive problem-solving attitude.
Preferred Qualifications:
Experience with Lean/6 Sigma principles.
Experience in the AI or machine learning domain specifically related to evaluating the impact of AI features.
Expertise in developing measurement and benchmarking frameworks that directly drive business insights.
Familiarity with big data technologies and cloud-based data platforms (e.g. Snowflake DBT AirFlow).
Prior exposure to CRM or customer support data environments is a strong plus.
Our Data and Tech Stack:
ELT & Data Orchestration: Snowflake dbt Airflow Kafka
Machine Learning & Analytics: Python/R PyTorch TensorFlow AWS Batch and EMR for ML pipelines
Visualization: Looker QuickSight
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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.
Zendesk is an equal opportunity employer and were 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 with your specific accommodation request.
Required Experience:
Senior IC
Employment Type
Full-Time
