Senior Delivery Excellence Analyst

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it , our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage an d passion to drive life-changing impact to ZS.
Our most valuable asset is our people .
At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems-the ones that comprise us as individuals, shape who we are and make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.
Senior Delivery Excellence Analyst
As a Senior Delivery Excellence Analyst, you will play a key role in managing ZS's Impact Stories workstream and other Delivery Excellence initiatives. This includes promoting success stories, coordinating strategic communication efforts, facilitating client feedback programs (such as Net Promoter Score), and driving operational excellence. The role requires strong organizational skills, attention to detail, and the ability to prepare effective written communications. A high level of collaboration and technical proficiency is essential to ensure alignment across stakeholders and functions.
What you'll do:
Impact Stories Management:

• Manage and execute multiple initiatives under the Impact Stories workstream to highlight client success stories and business impact.
• Collaborate with cross-functional teams to identify, curate, and validate impactful stories.
• Perform quality assurance and test updates to the workstream content to ensure accuracy and consistency.
• Continuously evaluate and recommend improvements to the storytelling process.

Operations and Change Management:

• Oversee day-to-day operations related to the Delivery Excellence team's initiatives.
• Support the implementation of change management strategies to enable smooth adoption of new processes and systems.
• Drive stakeholder alignment and process adherence across global teams.

Marketing and Strategic Communications:

• Create, coordinate, and deliver compelling presentations that effectively communicate ZS's impact stories to internal stakeholders.
• Collaborate with marketing and communications teams to amplify visibility of these stories while maintaining message consistency and tone.
• Lead and facilitate meetings to align stakeholders and support internal campaigns.

Net Promoter Score and Feedback Analysis:

• Administer and manage client feedback mechanisms including Net Promoter Score (NPS) surveys using platforms like Qualtrics.
• Analyze and synthesize feedback to identify trends, insights, and opportunities for improvement.
• Develop and share regular readouts with delivery teams and leadership to influence action and service improvements.

What you'll bring:

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field. Master's degree is a plus.
• 3-4 years of experience in delivery excellence, business operations, marketing communications, change management, or a similar function in a professional services or consulting environment.
• Strong experience in requirement gathering, process documentation, stakeholder coordination, and project execution.
• Proficiency with Qualtrics (for survey management), Microsoft Office tools (Excel, PowerPoint, Outlook, Word), and SharePoint (for collaboration and content management).
• Experience in developing and delivering internal marketing or executive presentations.
• Ability to analyze feedback data and translate insights into recommendations and process improvements.
• Strong written and verbal communication skills with the ability to engage stakeholders across different functions and levels.
• Familiarity with change management principles (e.g., ADKAR, Kotter) and a structured approach to managing transitions.

Additional skills:

• Strong organizational skills and proven ability to manage multiple priorities in a fast-paced, dynamic environment.
• Demonstrated ability to work independently, take initiative, and drive tasks to completion.
• Excellent written communication skills, with an emphasis on clarity and structure in storytelling and internal messaging.
• Experience with internal storytelling, branding, or organizational communications.
• Ability to work effectively across global teams and navigate cross-cultural communication nuances.

Perks & Benefits:
ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.
We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.
Travel:
Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.
Considering applying?
At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact and deliver better outcomes for all. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above.
ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
To Complete Your Application:
Candidates must possess or be able to obtain work authorization for their intended country of employment.An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.
NO AGENCY CALLS, PLEASE.
Find Out More At:
www.zs.com