Lead Business Process Analysis Analyst

Zendesk • Madison, WI

1d • Hybrid

About The Position

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.

Requirements

• 5+ years of experience in process mapping, workflow design, and process tool utilization.
• Proficiency in using the Zendesk suite for customer support and operational management.
• Demonstrated experience in project management, successfully leading initiatives from conception through execution.
• Expert use of Google Suite (Sheets, Slides, Docs) and project management tools such as Asana, Jira, Smartsheet, or Confluence.
• Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation to solve business bottlenecks.
• Strong interpersonal and presentation skills, with the ability to translate complex AI concepts into transparent, actionable information for the department.
• A commitment to empowering employees to take responsibility for their goals while fostering a culture of innovation.

Nice To Haves

• Certification and experience in a change management framework a plus (Procsi preferred)

Responsibilities

• Lead continuous improvement activities across the lifecycle stages of analysis, discovery, implementation, measurement, and sustainability, with a specific focus on integrating AI solutions.
• 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.
• Facilitate meetings and drive aligned decision-making across technical and non-technical teams to ensure AI initiatives meet business needs.
• Serve as the staff expert for continuous improvement practices, change management, and the ethical application of AI tools within improvement programs.
• 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.
• Act as an advisor on Continuous Improvement and AI activities across the Customer Operations organization to ensure scalability.
• Assist in developing improvement tools, templates, and a library of standardized AI prompts and process frameworks that can be shared across teams.
• Perform ongoing reviews and presentations with leadership to ensure a common understanding of AI project expectations and outcomes.
• Build relationships with key stakeholders and business leaders to identify opportunities and measure the success of automated initiatives.
• Create a measurable, iterative environment that prioritizes the continuous improvement of both human processes and AI model performance.

Benefits

• Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
• Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
• Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
• With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed