Principal, Strategy

**Who we're looking for**:**About you**:- You are intellectually curious and like to search for context and insight behind the numbers- You have excellent analytical and critical thinking skills- You are a strategic thinker who can see the big picture, and granular details as needed- You are a team player- You have an aptitude for framing business questions with data- You have a great work ethic with a strong desire to exceed expectations- You have excellent verbal and written communication skills and are able to communicate well across different audiences- You are a motivated self-starter who thrives working in a fast-paced, dynamic environment- You are detail oriented, resourceful and scrappy**What you'll be doing**:- Partner closely with internal stakeholders to understand business strategies, operational objectives, and develop metrics, analyses and scorecards to evaluate strategy health.- Generate strategic insights.Translate business priorities (like AI capability penetration, GRR, CSAT/NPS, etc) into focused analytics agendas and testable hypotheses.- Hands-on analytics and data development.Write strong & efficient SQL in Zendesk's data platform to extract, transform, and model data across multiple functional domains and enterprise value streams.- Champion actionable points of view by forming and testing hypotheses with the use of the data on Zendesk's strategy health.- Data storytelling and executive communication.Translating complex analyses into crisp, decision-oriented executive communication with messages tailored to both technical and non-technical audiences.- Develop SQL queries to analyze trends including, but not limited to, metrics across the full buyer journey from pre-sales through post-sales to identify trends and underlying drivers.- Work with cross-functional teams to surface actionable insights that reinforce strong strategy execution and enable fast pivots when market dynamics warrant a change in direction.- Collaborate with the Enterprise Data and Analytics team on technical requirements and analysis and progress governed metric definitions ensuring clear documentation & metric lineage that enables strategy execution monitoring across Zendesk.**What you bring to the role**:**Basic Qualifications**:- Bachelor's degree in business, economics, engineering or related financial or scientific discipline or equivalent experience- 8+ years in business strategy, operations, or consulting with a focus on SaaS, AI, and GTM- Strong analytical, modeling, and data storytelling skills- Fluency with Excel/Sheets, BI tools (e.g. Looker, Sigma), CRM systems (e.g. Salesforce, Gainsight), and use of SQL, Python and data warehousing ops (ELT)- Demonstrated expertise in advanced analytics and statistical modeling, including predictive modeling, segmentation, and data mining techniques.- Excellent communication and collaboration skills.- Thrive in ambiguous situations, possesses a proactive problem-solving attitude.**Preferred Qualifications**:- Experience with strategy & planning or program management teams.- Experience in the domains of AI, ML or customer experience (CX)- Expertise in developing measurement and benchmarking frameworks that directly drive business insights.- Experience with data visualization / BI tools (e.g. Looker, QuickSight etc.)- Familiarity with big data technologies and cloud-based data platforms (e.g. Snowflake, DBT, AirFlow).- Prior exposure to CRM or customer support data environments is a strong plus.**Our Data and Tech Stack**:- ELT & Data Orchestration: Snowflake, dbt, Airflow, Kafka- Machine Learning & Analytics: Python/R, PyTorch, TensorFlow, AWS Batch and EMR for ML pipelines- Visualization: Looker, Tableau**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.- Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).- Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.This role must attend our local office for part of the week.The specific in-off