About the role:

The Senior Business Data Analyst is a sole contributor who provides both thought and project leadership to shape the future of Evernote’s Customer Support experiences. This collaborator delivers the data and insights necessary for both proactive and responsive decision-making by Customer Support managers. As a functional leader, the Senior Data Analyst is responsible for structuring and maintaining datasets generated from numerous systems used by Evernote’s Customer Support team --- Zendesk, Qualtrics, and Chatlingual.

The successful Senior Business Data Analyst will evolve the existing data capabilities of the Customer Support team. Evolution includes consistent provision of timely and accurate data and reporting. The reports and insights from descriptive, inferential, diagnostic, predictive, and prescriptive analysis. The Senior Business Data Analyst is accountable for helping develop strategy and processes for data management, data quality assurance, data analysis, and ad hoc reporting.

Thought leadership and contributions of the Senior Business Data Analyst are key to Evernote’s ongoing commitment to understanding and improving future product and customer support experiences.

What you will do:

• Manage and integrate quantitative data from primary customer support systems including Zendesk, Chatlingual, and Qualtrics
• Establish and consistently use standard data quality control processes
• Establish and consistently use standard data management processes
• Document replicable data management and reporting processes, for business continuity
• Develop and maintain data codebooks/dictionaries to support replicable data analyses
• Create and automate daily and weekly reports as updated information resources for Customer Support leadership
• Create and maintain reporting dashboards
• Co-create data solutions of value to Customer Support in consultation with Customer Support leaders
• Alert Customer Support leaders to actionable data trends and anomalies

What you have done:

• Obtained a degree or certification in Data Analytics & Visualization or related field of study or equivalent experience.
• At least 5 years data analysis experience, including descriptive, diagnostic, inferential, prescriptive, and predictive analysis
• At least 2 years experience using Excel, Google Sheets, Tableau, and SQL for efficient data management and analyses to enable customer support teams
• At least 2 years experience with data visualization to support communication of data insights to management and executive audiences

Who you are: 

• An effective and professional verbal and written communicator
• Possess strong presentation skills
• Have a proven ability to set and meet deadlines aligned with business unit priorities and timelines
• Can show previous success as a cross-functional partner in developing and implementing data-related projects
• Can demonstrate recent evidence of strong problem-solving and time management skills 

Bonus Points: 

• Prior experience with Zendesk Insights or Zendesk Explore reporting
• Prior experience with Qualtrics NPS, tNPS, and/or TextIQ