Cx Business Analyst

Summary

Join Remote as a CX Business Analyst and make a difference in the global employment space. This pivotal role involves transforming Zendesk data into actionable insights to enhance customer experience and optimize operational efficiency. You will analyze customer support trends, create reports, collaborate with cross-functional teams, and contribute to delivering world-class support globally. The position is fully remote, offering flexibility and a chance to work with a global team. Remote prioritizes a sense of belonging and encourages applications from all backgrounds. The role offers competitive compensation and benefits, including flexible paid time off, flexible working hours, and 16 weeks of paid parental leave.

Requirements

• Proven experience in data analytics, statistics, or a related field; ideally in a customer experience, operations, or fast-paced environment
• Strong collaboration skills and the ability to build relationships across diverse teams
• Excellent communication skills, with the ability to present insights to both technical and non-technical stakeholders
• Proficiency in SQL and working with relational databases (e.g. snowflake)
• Experience with BI tools like Zendesk Explore, Sigma, Looker, or Tableau
• Ability to identify missing data points or gaps in analytics and collaborate with relevant teams to integrate solutions that drive impact
• Self-starter with a proactive attitude and ability to thrive in an unstructured, fast-paced environment
• Kind, empathetic, and patient personality

Responsibilities

• Data Analysis: Analyse ticket trends, root causes of spikes, and other support metrics using support data. Generate actionable insights to improve CX operations
• Build Robust Reporting: Create dynamic and actionable reports to address immediate business questions using tools like Zendesk Explore, or Sigma
• Operational Insights: Partner with Workforce Management (WFM) and other teams to identify areas for operational improvement through data analysis
• Data Refinement: Collaborate with stakeholders to optimise taxonomy, improve data collection and data quality, and enhance the usability of existing reports
• Self-Service Behaviour Analysis: Analyse user behaviour prior to initiating support interactions to identify opportunities to improve the self-serve rate and reduce the need for direct support
• Cross-Functional Collaboration: Work closely with the Central Data team to align on initiatives that leverage broader datasets and advanced analytics for long-term impact
• Enhance Data Foundations: Collaborate with Data Engineers, Product, and Engineering teams to further enhance data foundations and unlock new insights

Preferred Qualifications

• Familiarity with Zendesk reporting and data structure optimization is a strong plus
• Experience working collaboratively with Data Engineers, Product, and Engineering teams to enhance data foundations and develop new insights
• Experience with data modelling or basic knowledge of tools like dbt and Git is a bonus
• Previous remote work experience is not required but is a plus

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces