We're hiring a Zendesk Analytics Governance Lead to own and manage the Zendesk Analytics ecosystem end to end.
This is not a dashboard-building role. Subject matter experts within each internal department and partner organization will continue to build their own dashboards. Your job is to make sure that happens in a structured, consistent, and sustainable way, and to be the connective tissue between our company and every partner using Zendesk Analytics.
Success in this role depends far more on your ability to align, influence, and coordinate
people across many different teams than on your technical dashboard skills. If you enjoy
bringing order to a fast-growing, multi-stakeholder environment, and you're comfortable
being the person who sets standards and holds people to them without owning their work, this role is for you.
What you'll do:
- Own the Zendesk Analytics ecosystem
- Act as the central point of accountability for how Zendesk Analytics is structured, governed, and used across the organization and partner organizations.
- Define and maintain standards for dashboard naming, folder structure, metric definitions, and access permissions.
- Ensure the environment remains organized and easy to navigate as adoption grows.
- Prevent sprawl and duplication
- Set up a lightweight review or intake process to ensure new dashboards are checked against existing ones before being built.
- Maintain a central inventory of dashboards and reports.
- Retire or consolidate duplicate dashboards and reports.
- Identify and flag conflicting metric definitions before they cause confusion.
- Enable, don't build
- Support subject matter experts across departments and partner organizations in building their own dashboards.
- Provide documentation, templates, training sessions, and office hours.
- Give users the tools and guidelines they need to work independently and effectively.
- Manage access and permissions
- Own the access model for Zendesk Analytics across the organization and partner organizations.
- Define who can view and build content within the platform.
- Ensure new partners are onboarded into the ecosystem in a structured and responsible way.
- Be the primary liaison across partners
- Work closely with internal stakeholders and partner organizations.
- Build strong working relationships and understand each team's reporting needs.
- Resolve disagreements regarding metric definitions and dashboard ownership.
- Represent the analytics function in a collaborative and supportive way.
- Drive adoption of shared standards
- Run regular syncs, training sessions, and communications.
- Keep internal teams and partners aligned with best practices.
- Promote standards consistently, patiently, and diplomatically.
- Monitor and report on the health of the ecosystem
- Conduct periodic audits of dashboard usage and quality.
- Track adoption of governance standards.
- Report to leadership on the overall state of Zendesk Analytics governance across the partner network.
What you'll need:
- Hands-on experience with Zendesk Analytics / Explore (building, or closely working with people who build, Zendesk dashboards and reports).
- A strong track record of stakeholder management across multiple teams or external partners: you know how to get people who don't report to you to follow a shared standard.
- Excellent communication and facilitation skills; comfortable running trainings, writing documentation, and having repeated, patient conversations about the same standards with different audiences.
- Experience designing or maintaining some form of governance, taxonomy, or process framework (data governance, BI governance, or similar), or a clear ability to build one
from scratch. - Strong organizational skills and comfort owning ambiguous, cross-functional problems without a rigid playbook.
- Diplomatic but firm: able to say no to a partner's dashboard request when it duplicates something existing, without damaging the relationship.
Nice to have:
- Experience working in a company with a network of external/partner organizations.
- Familiarity with other BI/analytics tools (Looker, Tableau, Power BI) for context when engaging with partners who use different tooling.
- Background in customer support/CX operations.
- Experience setting up or running a "center of excellence" or similar governance function.
We offer:
Fully paid training
Stable job and career development opportunities
Attractive salary
Additional health insurance
More than fifty benefits and services to choose from
Positive international working environment
Support and learning
Please submit your application if you think that this role is for you.
*Only shortlisted candidates will be contacted.
About us: TELUS Digital Bulgaria is the largest employer in the CX (Customer Experience) industry in the country with over 4,500 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
