Remote CX Operations Data Analyst III

Summary

Join Calendly's Customer Experience team as a CX Operations Data Analyst III to bring data-driven insights and drive departmental success.

Requirements

• 5+ years of experience in Data Analytics
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Experience managing complex projects to a deadline
• Familiarity with customer experience metrics such as NPS, CSAT, and CES
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Responsibilities

• Utilize available data to answer key business questions related to Support and Customer Success and effectively communicate results
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey
• Partner with our Data Engineering and Data Analytics team to optimize our integration of data channels into various tools like Zendesk, Gainsight, Ada and more

Preferred Qualifications

• Bachelor’s degree in Data Science, Statistics, Mathematics, Business Analytics, or a related field
• Familiarity with automation tools and scripting (e.g. R, Javascript, Zapier, Workato)

Benefits

• Quarterly Corporate Bonus program (or Sales incentive)
• Equity awards
• Competitive benefits