Job Description

Who we’re 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 AI’s 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 you’re passionate about leveraging data to shape how AI adoption, usage, and value are measured—and how those insights are shared with customers—we’d love to hear from you!

What you’ll 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 AI’s value to Zendesk users and their customers.
Collaborate with product and engineering teams to surface actionable AI performance insights in Zendesk’s analytics reporting platforms.

What you bring to the role

Basic Qualifications:

Bachelor's degree in computer science, data science, statistics, engineering or a related field (Master's 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 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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

Senior AI Data & Analytics Analyst

Job Description