Lead Business Process Analysis Analyst

Skip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy PolicyDeclineAccept CookiesEnglishSign InLead Business Process Analysis Analyst page is loadedLead Business Process Analysis AnalystApplyremote typeHybridlocationsMexico City, Mexicotime typeFull timeposted onPosted Yesterdayjob requisition idR34824Job DescriptionThe 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 ResponsibilitiesBusiness 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 organizationStrategic 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 & SkillsProcess 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. Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations...