Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relationships. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home. We are seeking a Senior Product Analyst who will mine product usage and customer behavior data for insights and communicate those findings back to the Product organization.

We are looking for someone who has the technical skills to surface insights quickly, and the data storytelling skills to communicate those insights in a way that persuades action. You will be responsible for supporting leaders in Product Management, Product Strategy & Operations and Product Design & Architecture, democratizing data & insights and conducting in-depth analysis to support product development decisions. Reporting to the Senior Director of Product Analytics, you will join the Product Analytics team within the Growth, Analytics and Operations organization.

Responsibilities

• Define problem statements and explore the data to understand who our customers are, how they get value out of Zendesk products, and where we can develop our products to improve retention and create even greater value over time
• Analyze the impact of new product features on customer behavior by defining and tracking key performance metrics, understanding key drivers and proactively surfacing insights to Product leadership
• Build business insights, reports and dashboards that will lead to better business decisions, product development prioritization and higher team productivity in a way that promotes a data-driven approach for the Product organization
• Understand the business-objectives of Product Management teams, gather clear requirements, develop SQL queries, perform analyses and develop reports to understand product usage and engagement trends!
• Partner with the central data & analytics team to drive standardization and consistency of product insights reporting across all Product teams

Qualifications

• BS/BA or equivalent in a quantitative and/or business fields e.g., business analytics, economics, math, statistics
• 3-5 years experience in a Data Analyst role or similar (experience in Product Analytics a plus)
• Expert knowledge of SQL is a requirement (experience with Google BigQuery a plus)
• Experience with Tableau, Google Data Studio or similar data visualization tools
• Knowledge and practical application of advanced statistical analysis and mathematical modeling concepts and principles
• Exceptional structured problem solving, visualization and presentation skill
• Boundless intellectual curiosity - you are self-motivated and unafraid to ask questions in order to learn and grow
• Experience at fast growing and scaled B2B Tech companies a plus!

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

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.

U.S. Applicants Only:  Consistent with Zendesk’s emphasis on employee wellness and our shared interest in public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19.  Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person’s disability, physical or mental conditions, religion, or any other status protected by law.

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 benefits@zendesk.com with your specific accommodation request.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.