Senior Data Analyst, Growth Analytics

Job Description

Senior Data Analyst, Growth Analytics

At Zendesk, we believe that great customer experiences should be easy to try, buy, use, and grow with. We’re on a mission to help businesses deliver the best support possible with a focus on simplicity, scalability, and impact. We are seeking a Senior Data Analyst, focused on customer acquisition, who will shift through customer behavior data for insights and communicate those findings back to our Online Business. 

Who we’re looking for: 

You are a team player, a fun fact sharer, looking to inspire and be inspired, not needing sole credit for wins and able to support others selflessly. You are a spunky person with a curious mindset who actually enjoys a challenge and sees it as an opportunity. You will be responsible for supporting leaders in Marketing, Growth and Monetization, Product Engineering and Design, democratizing data & insights and conducting in-depth analysis to help create a world class online customer experience. Reporting to the Senior Manager of Growth Analytics, you will join the Online Business team that sits within the Marketing organization.

What you’ll do:

• Join our small but mighty team supporting the Growth & Monetization product managers and Marketing leaders to leverage data to measure and prove success.

• Collaborate effectively with cross-functional teams – marketing, web, product, engineering, and our data warehouse team to achieve maximum results.

• Be scrappy when scoping, sizing, and fulfilling large and small requests, balancing efficiency and quality. You will partner with product managers when determining KPIs and targets for measuring the impact of their initiatives.

• Continuously consider ways to improve our signup flow and buying experience - from first web visit to identifying which feature or product is driving trial conversions.

• Use your visual and logical creativity to design and build insightful dashboards for teams to stay on top of their KPIs and initiatives.

• Sift through large datasets via query languages and BI tools for dashboards and reporting and create new complex datasets by collecting data from multiple sources.

• Be rigorous about monitoring metric performance and conducting deep dives to investigate success drivers of funnel metrics.

• Develop experimentation test plans, measure performance, and make recommendations based on A/B testing outcomes.

• Lead executive analyses and deliverables (e.g., C-staff, Board, quarterly business reviews, month and quarter-end deliverables).

Desired Skills and Experience:

• 5+ years of experience in strategy consulting, data analytics, business intelligence, or a related field

• Excellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to senior level stakeholders, even when there is ambiguity involved

• Familiarity with marketing funnel reporting and industry KPIs, such as website sessions, MQLs, pipeline, conversion rates, and bookings

• Experience with BI tools (e.g. Explore, Looker, Tableau) and advanced Excel or Google Sheet functions

• Expert knowledge of SQL is a must (experience with Google BigQuery a plus). Ability to perform effective querying involving multiple tables and subqueries

• Experience analyzing CRM data (e.g. Salesforce) and web tracking (e.g. Google Analytics)

• Experience with user behavior tracking platforms and their data (e.g. Pendo, Segment) a plus

• Knowledge and practical application of advanced statistical analysis and mathematical modeling concepts and principles

• Product experimentation and A/B test strongly preferred

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 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.

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.