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 34 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
