Lead, Data & Analytics Analyst (Zendesk AI Agents)

Zendesk

Zendesk, known for its customer service software, is integrating Ultimate following its acquisition in March 2024. The company aims to build advanced AI agents in customer experience (CX). This role will be pivotal in enhancing analytics and insight capabilities for the Zendesk AI Agents product.

In this role you can expect to have the responsibilities:

• Develop analytical solutions to support strategic product initiatives.
• Collaborate with product managers to identify opportunities for applying advanced analytics.
• Create actionable dashboards to measure product performance.
• Define long-term data and analytics strategy in alignment with business goals.
• Promote data-driven decision-making across the organization.
• Outline data models and requirements with data engineers.
• Facilitate communication and knowledge sharing between Data Science and Data Analysis functions.
• Mentor data analysts in advanced analytics and data modelling.

This role comes with the following benefits:

• Hybrid working model offering flexibility.
• Inclusive and fulfilling workplace experience.
• Global team collaboration from various workspaces.

This role requires you to have:

• Proficiency with SQL for data cleaning, transformation, and preparation.
• Programming skills in Python or similar languages for data manipulation and analysis.
• Knowledge of machine learning algorithms and applications.
• Expertise in relational and non-relational databases, and data modelling.
• Experience with data warehousing, data lakes, and big data technologies.

You would benefit from having:

• Advanced degree in computer science, machine learning, statistics, engineering, mathematics, or related fields.
• Strong leadership and mentorship capabilities.
• Knowledge of data governance frameworks and data privacy regulations.
• Ability to communicate effectively with team members and stakeholders.

Zendesk is an equal opportunity employer committed to fostering diversity, equity, and inclusion. They provide reasonable accommodations for applicants and employees with disabilities.