Data Analyst, Calendly

• Well, we are looking for a CX Operations Data Analyst III who will bring a hunger to ask tough questions, measure what matters and help us iterate our systems and processes towards success
• 5+ years of experience in Data Analytics, Customer Experience, Customer Success or Customer Experience Operations departments
• Experience with Zendesk, Salesforce, Chatbots, Google BigQuery and related systems
• Proficiency in data visualization tools (e.g., Tableau, Looker, etc) and advanced Excel skills
• Experience with SQL, Python and querying databases to retrieve and analyze large datasets
• Ability to work independently, manage multiple tasks, and prioritize in a fast-paced environment
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!)
• Experience managing complex projects to a deadline
• Familiarity with customer experience metrics such as NPS, CSAT, and CES

Desirable

• We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day
• You will report to the Senior Manager of CX - Systems & Analytics and will be responsible for ensuring our CX department has well implemented dashboards and reporting mechanisms, and that our company has access to timely, accurate, relevant and proactively persuasive insights to efficiently drive our department forward
• You will be a master of all things data and will help our department convert insights into action!
• You will work closely with our CX leadership as well as leaders from across the business to support and implement high-quality, data-driven decisions while ensuring data accuracy and consistency
• This is an exciting opportunity to join a growing team that will influence Calendly’s direction and growth
• Utilize available data to answer key business questions related to Support and Customer Success and effectively communicate results
• Partner with the Revenue Operations, Marketing, and Data organizations to discover insights that will uncover optimization opportunities
• Conduct ad-hoc analysis to support business needs, including segmenting customer data and identifying potential opportunities to enhance the customer journey
• Partner with our Data Engineering and Data Analytics team to optimize our integration of data channels into various tools like Zendesk, Gainsight, Ada and more