Senior CX Data & Insights Strategist

Zendesk; United States; Hybrid; USD 139,000 - 209,000; Full time

Job summary

Zendesk is seeking a Senior Analyst to join the CX Data & Insights team. The role blends strategic business analysis, data science, and governance to guide post-sales initiatives and drive measurable business impact.

You will partner with CX leadership to craft prescriptive guidance, analyze health scores, usage, and support trends, and design models that demonstrate GRR and NRR improvements across global post-sales efforts.

Qualifications

• 7+ years in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations in B2B SaaS.
• Experience bridging datasets to strategic decisions and leadership impact.

Responsibilities

• Strategic Business Analysis & Impact Modeling: drive data-backed guidance for planning.
• Lifecycle & churn analytics to quantify drivers of GRR and NRR.
• Quantify strategic value with impact measurement models.
• Planning execution for complex projects and customer segmentation strategies.
• Leverage AI stacks to prototype scripts and automate reporting.
• Optimize BI tools and surface predictive customer trends.
• Map data flows between Salesforce, Gainsight, Gong, and Snowflake.

Skills

SQL

Snowflake

Gainsight

Salesforce

Gong

Data analysis

Stakeholder management

Tools

Salesforce

Gainsight

Gong

Snowflake

Job description

Zendesk is seeking a Senior Analyst to join the CX Data & Insights team. The role blends strategic business analysis, data science, and governance to guide post-sales initiatives and drive measurable business impact.

You will partner with CX leadership to craft prescriptive guidance, analyze health scores, usage, and support trends, and design models that demonstrate GRR and NRR improvements across global post-sales efforts.