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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 currently seeking a Senior Growth Analyst who will primarily focus on analyzing our web experience and integrating it with product and marketing data to make informed decisions aligned with our ambitious goals.

Who we’re looking for:

You are a team player, a fun fact sharer, looking to inspire and be inspired, not needing sole credit for wins and able to support others selflessly. You are a spunky person with a curious mindset who actually enjoys a challenge and sees it as an opportunity.

Role Overview:

As a key member of our Online Business team within the Marketing organization, you will play a vital role in optimizing our website to drive conversions by analyzing leads and the effectiveness of various marketing channels. You will contribute to refining our marketing funnel and creating an exceptional online customer experience. You’ll report directly to the Senior Manager of Growth Analytics, supporting marketing leaders in their strategic initiatives.

What you’ll do:

• Website and Landing Page Performance: Conduct in-depth analysis of website performance and landing pages, identifying key metrics that drive user engagement and conversions. Optimize landing pages to maximize conversion rates by implementing effective content and design elements.

• User Experience and Conversion Optimization: Continuously improve the signup flow and buying experience by analyzing user behavior, identifying conversion opportunities, and optimizing online marketing strategies to enhance user engagement and drive conversions.

• Data Integration: Utilize SQL and business intelligence (BI) tools to sift through large datasets, creating dashboards and reports, and generating complex datasets by collecting data from multiple sources.

• A/B Testing: Own analysis and reporting, partnering with the web team and product managers to provide data-driven support for web A/B testing initiatives that enhance user experience and conversions.

• Monitor and Investigate Metrics: Diligently monitor metric performance and conduct in-depth investigations to understand the factors driving success in funnel metrics.

• Cross-functional Collaboration: Collaborate with the Growth & Monetization product managers, Web team, Performance Marketing, and Marketing leaders to leverage data for measuring and proving success.

• Dashboard development: Utilize your creative thinking skills to design and develop insightful dashboards that enable teams to monitor their key performance indicators (KPIs) and initiatives effectively.

Desired Skills and Experience:

• 5+ years of experience in strategy consulting, data analytics, business intelligence, or a related field

• Must have expert knowledge of SQL and the ability to perform effective querying involving multiple tables and subqueries. Experience with Google BigQuery is a plus.

• Experience with web analytics tools (e.g., Google Analytics, Adobe Analytics) and A/B testing platforms (e.g., Optimizely, Adobe Target)

• Familiarity with the fundamentals of web analytics platforms, including basic features, tracking implementations, goals, and audience segmentation

• Familiarity with marketing funnel reporting and industry KPIs, such as website sessions, MQLs, pipeline, conversion rates, and bookings

• Experience with BI tools (e.g., Explore, Tableau) and advanced Excel or Google Sheet functions

• Excellent written and verbal communication skills, with the ability to confidently present data and provide recommendations to senior-level stakeholders, even in ambiguous situations.

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.