Senior Analyst, Ultimate
Enterprise Analytics
More information about location
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- An analytical mindset, with the intellectual curiosity to search for context and insight behind the numbers paired with a strong business and product acumen
- 4+ years experience working with SQL or other querying language; be ready to demonstrate this skill in your interview (required)
- Proficiency with analytics and visualization tools like Tableau, Looker, or similar. Ability to turn data into actionable insights and visually engaging reports. (preferred)
- Demonstrate an ability to deliver work autonomously while developing domain expertise and enabling your peers
- Excellent problem-solving skills to understand data analysis needs and devise suitable strategies
- A knack for identifying and investigating anomalies in data and ability to analyze complex dataset and draw meaningful insights
- Applied experience in framing ambiguous problems, collecting/preparing data, and applying analytical rigor
- Exceptional communication and presentation skills. Able to tell a visual story that leads to results and decision making
What the job involves
- We are seeking a Senior Analyst, Enterprise Analytics within our Enterprise Data and Analytics team
- We are looking for someone who has the technical skills to surface insights quickly, and the data storytelling skills to communicate those insights in a way that persuades action
- You will be responsible for supporting leaders in various functions (Product, GTM, Finance, etc), democratizing data & insights, and conducting in-depth analysis to support data driven decisions
- You should be confident in your ability to analyze data from various sources and to communicate a strategic narrative based on your analysis of the data. This role is both technical and analytical
- Collaboration with business partners in Product, Finance, Marketing, and GTM to identify and prioritize research and analysis efforts
- Define problem statements and explore the data to understand who our customers are, how they get value out of Zendesk products, and where we can develop our products to improve retention and create even greater value over time
- Build business insights, reports and dashboards that will lead to better business decisions, product development prioritization and higher team productivity in a way that promotes a data-driven mindset for the Product organization
- Partner with in function data & analytics team and cross-functional analytics teams to drive standardization and consistency of product insights reporting across the entire company
- Build the visualizations that display the data-driven insights in a beautifully simple way
- Participate in cross-functional teams as a domain data expert
- Mentor and enable team members and other users of the data
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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