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.

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).

📌 Lead Business Process Analysis Analyst (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México