Customer Insights & Research Manager

Job Description

At Zendesk, we help companies build the best customer experiences. We are looking for a Customer Insights & Research Manager to design and manage research to generate customer insights to inform thought leadership content development. The right candidate possesses a unique combination of being able to execute and interpret market research, look at data in new ways to identify new compelling insights. 

What you’ll be doing:

• Develop qualitative and quantitative research within Marketing to support internal decision making, messaging, and positioning. 

• Work with internal research tools and external vendors to support Zendesk’s research agenda.

• Work collaboratively across the Marketing organization to identify insights and inform the storytelling agenda which reflects Zendesk’s point-of-view in the market.

• Understand the experiences and needs of our own customer base and drive insights that reflect the state of our customers and trends in the market overall.

• Be the expert for our Product Benchmark research program. Define and develop new opportunities to drive further impact from this program.

• Leverage advanced quantitative research methodologies such as conjoint analysis, segmentation, regression, and factor analysis, to uncover deeper insights into customer attitudes, behaviors, and preferences. Use these insights to inform thought leadership and strategic decision-making

What you bring to the table:

• Fluency in English (written and spoken)

• 3 to 5 years in customer insights or market research role at an agency, market research company or company

• Experience defining, scoping and conducting research studies (quantitative & qualitative) and translating research into insights to guide development of external-facing thought leadership materials.

• Experience identifying key insights and implications from primary and secondary research sources including ability to connect the dots - translate insights into action for marketing teams in tangible concrete ways.

• Analyze large and complex datasets to extract actionable insights on customer behavior, preferences, and trends, driving data-informed decision-making across teams.

• Proficiency with advanced survey methodologies, including max-diff and conjoint analysis to generate in-depth insights and model customer preferences.

• Expertise in data visualization and analytics tools, such as Tableau, to create impactful and easy-to-interpret visual representations of complex data. Proficiency in SPSS for advanced statistical analysis, enabling deeper insight into customer behaviors and trends to support strategic initiatives.

• Develop and implement data visualization techniques to present findings clearly and compellingly, transforming data into intuitive visual formats that support strategic initiatives.

• Experience in both B2B and B2C research including persona development

• Experience in partnering with data science/analysts to identify different ways to use data sets to glean insights (particularly with Benchmark product data.)

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.