Senior Delivery Excellence Analyst – ZS | Pune, India
Location: Pune, India
Industry: Enterprise IT / Business Operations
Job ID: 22856
Company: ZS Associates
Job Responsibilities:
1. Impact Stories Management
1.1. Manage and execute initiatives under the Impact Stories workstream to highlight client success stories and business outcomes.
1.2. Collaborate with cross-functional teams to identify, curate, and validate success stories.
1.3. Conduct quality checks and ensure content consistency and accuracy.
1.4. Continuously evaluate and enhance the storytelling process.
2. Operations and Change Management
2.1. Manage daily operations for Delivery Excellence initiatives.
2.2. Support implementation of change management strategies for new systems/processes.
2.3. Ensure stakeholder alignment and adherence to defined processes across global teams.
3. Marketing and Strategic Communications
3.1. Create and deliver presentations that communicate ZS’s impact stories to internal teams.
3.2. Collaborate with the marketing and communication team to enhance visibility while maintaining brand consistency.
3.3. Lead internal meetings and campaigns for effective communication and alignment.
4. Net Promoter Score and Feedback Analysis
4.1. Administer and manage NPS and other feedback mechanisms using platforms like Qualtrics.
4.2. Analyze client feedback data and generate insights and action points.
4.3. Deliver regular readouts and reports to leadership to guide improvements in services.
Qualifications Required:
Bachelor's degree in Business Administration, Communications, Marketing, or related fields; Master’s preferred.
3–4 years of experience in delivery excellence, change management, business operations, or communication functions.
Proven skills in requirement gathering, process documentation, and project execution.
Proficiency with tools such as Qualtrics, Microsoft Office (Excel, PowerPoint, Outlook, Word), and SharePoint.
Experience in internal communication, marketing content, or executive presentation development.
Strong analytical skills to extract insights from feedback and apply them in business contexts.
Excellent written and verbal English communication skills.
Familiarity with change management methodologies (e.g., ADKAR, Kotter).
Additional Skills:
Strong organizational and multitasking ability in a fast-paced setting.
Self-starter attitude with ownership and initiative.
Clarity and structure in written communication and internal storytelling.
Experience in branding or organizational communication is a plus.
Ability to work effectively across international and cross-cultural teams.
Perks & Benefits:
Competitive total rewards package including healthcare, financial planning, and time off.
Career development via training, mentorship, and global collaboration.
Hybrid work model with a balance of remote and office/client site work.
Inclusive environment supporting professional and personal growth.
Travel Requirement:
Travel may be required depending on project/client location.
Travel helps foster client engagement, diverse experiences, and personal growth.
Application Details:
Applicants must have valid work authorization for India.
Online application along with full academic transcripts (official/unofficial) is mandatory.
Job Code: 22856
Learn more: www.zs.com
