CX Business Analyst - Remote

Overview

This is an exciting time to join Remote and make a personal difference in the global employment space as a CX Business Analyst, joining our Customer Experience (CX) Operations team.

In Short

• This role is pivotal in transforming our vast Zendesk data into actionable insights to drive better decisions, enhance customer experience, and optimize operational efficiency.
• You'll focus on analysing and reporting on customer support trends to identify actionable insights and opportunities for improvement.
• You'll create and optimise reports, collaborate with cross-functional teams to address key challenges, and directly contribute to delivering world-class support to our customers globally.

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.
• 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.
• Ability to identify missing data points or gaps in analytics and collaborate with relevant teams to integrate solutions that drive impact.
• Experience with data modelling or basic knowledge of tools like dbt and Git is a bonus.
• Self-starter with a proactive attitude and ability to thrive in an unstructured, fast-paced environment.
• Kind, empathetic, and patient personality.
• Previous remote work experience is not required but is a plus.

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours
• 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