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.

• Executive Presentation: Perform ongoing reviews and presentations with leadership to ensure a common understanding of AI project expectations and outcomes.

• Stakeholder Partnership: Build relationships with key stakeholders and business leaders to identify opportunities and measure the success of automated initiatives.

• Measurable Innovation: Create a measurable, iterative environment that prioritizes the continuous improvement of both human processes and AI model performance.
  

Experience & Skills

• Process Expertise: 5+ years of experience in process mapping, workflow design, and process tool utilization.

• Platform Knowledge: Proficiency in using the Zendesk suite for customer support and operational management.

• Project Execution: Demonstrated experience in project management, successfully leading initiatives from conception through execution.

• Technical Proficiency: Expert use of Google Suite (Sheets, Slides, Docs) and project management tools such as Asana, Jira, Smartsheet, or Confluence.

• AI Literacy: Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation to solve business bottlenecks.

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

• Communication: Strong interpersonal and presentation skills, with the ability to translate complex AI concepts into transparent, actionable information for the department.

• Cultural Champion: A commitment to empowering employees to take responsibility for their goals while fostering a culture of innovation.

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. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. 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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.