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Senior AI Data & Analytics Analyst - Job Opportunity at Zendesk

Dublin, Ireland
Full-time
Senior
Posted: August 19, 2025
Hybrid
€85,000 - €115,000 annually based on Dublin market rates for senior data analysts with AI specialization. The role's focus on cutting-edge AI measurement and customer-facing analytics at a major SaaS company typically commands premium compensation in the Irish tech market.

Benefits

Hybrid work arrangement providing optimal balance between collaborative office experience and remote flexibility
Global office access enabling international collaboration and travel opportunities
Inclusive and diverse workplace culture fostering professional growth and belonging
Equal opportunity employment ensuring fair treatment and advancement opportunities
Disability accommodation support demonstrating company commitment to accessibility
Rich onsite experience with structured team-level collaboration, learning, and celebration activities

Key Responsibilities

Drive strategic AI analytics initiatives by partnering with senior stakeholders to align measurement frameworks with business objectives and operational strategies
Lead comprehensive data integration projects across multiple complex data sources to create holistic customer experience insights that inform executive decision-making
Architect and execute sophisticated SQL-based analytical solutions to uncover critical trends in customer behavior, AI adoption patterns, and business performance metrics
Pioneer innovative measurement methodologies and validation frameworks that quantify the business impact of AI-driven support operations versus human-driven processes
Collaborate cross-functionally with product and engineering leadership to embed actionable AI performance insights into customer-facing analytics platforms, directly influencing product strategy

Requirements

Education

Bachelor's degree in computer science, data science, statistics, engineering or a related field (Master's degree preferred)

Experience

5+ years of experience in data analysis or a related field

Required Skills

Extensive knowledge of SQL Python data warehousing operations (ETL) Demonstrated expertise in advanced analytics and statistical modeling predictive modeling segmentation data mining techniques Experience with data visualization / BI tools (e.g. Looker, QuickSight etc.) Excellent communication and collaboration skills Thrive in ambiguous situations possesses a proactive problem-solving attitude
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Sauge AI Market Intelligence

Industry Trends

The customer service technology sector is experiencing unprecedented transformation driven by generative AI and large language models, with companies racing to integrate AI agents and chatbots to reduce operational costs and improve response times. Organizations are increasingly focused on quantifying AI ROI and demonstrating measurable value to justify substantial technology investments. Data-driven decision making in SaaS companies has evolved beyond traditional metrics to encompass AI performance measurement, customer sentiment analysis, and automated support effectiveness. The demand for professionals who can bridge the gap between technical AI capabilities and business value proposition has surged dramatically. The regulatory landscape around AI transparency and explainability is tightening globally, particularly in Europe with GDPR and emerging AI legislation, creating demand for analysts who can ensure AI systems meet compliance requirements while maintaining business efficiency.

Role Significance

Likely working within a specialized analytics team of 5-8 professionals, reporting to a Director or VP of Analytics, with dotted-line relationships to product management and customer success leadership.
This is a high-impact senior individual contributor role with significant strategic influence. The position sits at the intersection of AI product development and customer success, requiring the analyst to shape how the company measures and communicates AI value to enterprise customers. The role involves direct collaboration with product leadership and engineering teams, indicating substantial organizational trust and responsibility.

Key Projects

Development of comprehensive AI ROI measurement frameworks that can be white-labeled for customer reporting dashboards Creation of predictive models to forecast AI adoption patterns and customer success metrics Design and implementation of real-time AI performance monitoring systems integrated into Zendesk's core platform

Success Factors

Ability to translate complex AI performance metrics into compelling business narratives that resonate with both technical and executive audiences Deep expertise in SQL optimization and data warehousing to handle Zendesk's massive scale of customer interaction data Strong stakeholder management skills to navigate competing priorities between product development, customer success, and engineering teams Innovative thinking to develop novel measurement approaches for emerging AI capabilities that lack established industry benchmarks Cross-functional collaboration excellence to ensure AI insights are effectively embedded into customer-facing products

Market Demand

Very High - The intersection of AI expertise and customer analytics represents one of the fastest-growing segments in tech hiring, with companies desperately seeking professionals who can quantify AI business value.

Important Skills

Critical Skills

Advanced SQL proficiency is absolutely essential for this role as it involves querying massive datasets of customer interactions and AI performance metrics across Zendesk's multi-tenant architecture. The complexity of joins, window functions, and performance optimization required for real-time analytics makes SQL expertise non-negotiable. Statistical modeling and predictive analytics capabilities are crucial for developing measurement frameworks that can accurately assess AI impact versus human performance baselines. The role requires sophisticated understanding of experimental design, A/B testing, and causal inference to ensure measurement validity. Communication and storytelling skills are vital as the role explicitly involves translating complex analyses into compelling narratives for both technical and non-technical audiences, including customer-facing reporting that directly impacts revenue.

Beneficial Skills

Experience with modern data orchestration tools like dbt and Airflow would accelerate onboarding and enable contribution to Zendesk's data pipeline optimization efforts Machine learning engineering background would provide valuable context for understanding AI model performance characteristics and limitations when developing measurement frameworks Customer success or CRM experience would enhance understanding of customer lifecycle metrics and how AI performance impacts broader customer outcomes and retention

Unique Aspects

This role uniquely combines cutting-edge AI measurement with customer-facing analytics, requiring both deep technical skills and business acumen to translate AI performance into customer value propositions
The position offers rare exposure to large-scale customer service data across diverse industries, providing insights into AI adoption patterns across different business models and customer segments
Working within the ZAP (Zendesk Analytics Prototyping) team suggests involvement in experimental and innovative analytics approaches that could shape industry standards for AI measurement

Career Growth

Typical progression to director-level roles within 2-3 years given the high-growth AI analytics field, or transition to principal individual contributor roles within 18-24 months.

Potential Next Roles

Principal Data Scientist specializing in AI/ML model development and deployment Director of Analytics leading larger teams focused on AI product measurement Senior Product Manager for AI/ML products leveraging deep analytical background Head of Customer Intelligence combining AI analytics with customer success strategy

Company Overview

Zendesk

Zendesk is a publicly-traded customer service software leader serving over 100,000 customers globally, with a strong market position in the mid-market and enterprise customer support solutions. The company has been aggressively investing in AI capabilities to maintain competitive advantage against emerging players and traditional competitors like Salesforce Service Cloud.

Zendesk holds approximately 20% market share in the customer service software space and is positioned as a leader in most industry analyst reports, though facing increased competition from both established enterprise players and AI-native startups.
The Dublin office serves as Zendesk's European headquarters and a major product development hub, indicating this role's strategic importance to the company's global AI initiatives and European market expansion.
Zendesk maintains a data-driven, collaborative culture with strong emphasis on customer-centricity and innovation. The company has successfully navigated the transition to hybrid work while maintaining its reputation for employee satisfaction and inclusive practices.
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