Senior AI Data & Analytics Analyst

Senior AI Data & Analytics Analyst

Zendesk

Dublin or Berlin

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.