Senior Delivery Excellence Analyst

Job description 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 an