Lead Business Process Analysis Analyst

Job description

Job Description

The Lead Business Process Analyst is responsible for leading ongoing change &  transformation efforts focused on operational excellence and core business processes. This role acts as a key contributor to championing the customer experience by analyzing, identifying, and implementing improvement opportunities—specifically leveraging AI-driven automation and insights—across Zendesk Operations.

Key Responsibilities

• Business Process Design: Lead continuous improvement activities across the lifecycle stages of analysis, discovery, implementation, measurement, and sustainability, with a specific focus on integrating AI solutions.

• Operational Excellence: Lead the coordination and achievement of business goals pertaining to cost and efficiency improvements through the deployment end-to-end project management, and change management practices.  

• Cross-Functional Leadership: Facilitate meetings and drive aligned decision-making across technical and non-technical teams to ensure AI initiatives meet business needs.

• AI Subject Matter Expertise: Serve as the staff expert for continuous improvement practices, change management, and the ethical application of AI tools within improvement programs.

• Change Management: leverage change management practices to support and guide change management activities to ensure smooth adoption of new processes, systems, and ways of working across the organization

• Strategic Advising: Act as an advisor on Continuous Improvement and AI activities across the Customer Operations organization to ensure scalability.

• Tool Development: Assist in developing improvement tools, templates, and a library of standardized AI prompts and process frameworks that can be shared across teams.

  This is an excerpt. Read the full job description on Zendesk careers →