Digital Customer Experience – Decision Analytics Manager

Digital Customer Experience – Decision Analytics Manager

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. 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 and passion to drive life‑changing impact to ZS.

• Hold account responsibility for 2–4 client accounts (end‑to‑end delivery, quality, client satisfaction, and commercial growth) across omnichannel analytics engagements.
• Lead design and delivery of analytics programs, especially the shaping of client questions into analytics requirements and measurable deliverables.
• Manage multiple, concurrent projects—scoping, planning, resource allocation and risk management—to ensure excellent delivery.
• Lead and mentor cross‑functional delivery teams (analysts, data engineers, modelers, consultants) in Europe and India; set standards for modelling, documentation and communications and guide teams to deliver these.
• Drive client workshops and direct senior client engagements—present findings, recommend actions, and support executive‑level decision making.
• Partner with commercial/sales teams to identify and win new work (up‑sell / cross‑sell), support proposals and shape commercially viable solutions.
• Lead internal initiatives: define and run internal omnichannel maturity studies, create point‑of‑view content, and contribute to thought leadership and go‑to‑market offerings.
• Act as a subject‑matter lead for omnichannel analytics within the practice—evangelize best practices, build reusable IP and templates, and improve delivery efficiency.

• 10+ years of professional experience, with substantial consulting experience preferred (strategy/analytics/tech consulting).
• 5+ years of hands‑on experience delivering omnichannel analytics/AI programs (MMM, attribution, uplift/experimentation, next‑best‑action, or similar).
• Demonstrated experience owning client relationships and account responsibility, including successful up‑sell / cross‑sell experience.
• Proven ability to translate business and commercial questions into analytics solutions and actionable recommendations.
• Excellent client‑facing communication and presentation skills; comfortable leading executive workshops and steering committees.
• Experience leading multi‑disciplinary teams and managing offshore delivery (Europe India collaboration).
• Strong understanding of Channel and Content strategy, pharma commercial model.
• Experience in Life Sciences and Pharma is a must.
• Technical fluency with analytics and data: experience with statistical modelling (regression, hierarchical/mixed models), uplift/causal methods.
• Practical experience with analytics productisation (working with data platforms, BI tools and Martech a major advantage).
• Strong project management skills—scoping, resource planning, and multi‑project delivery.
• Bachelor’s or Master’s degree in a quantitative field (statistics, economics, engineering, data science, or equivalent).

• MBA from a top‑tier business school preferred.
• Strong relationship building and maintaining skills, particularly across functional areas.
• Can‑do attitude and ability to work in a fast‑paced environment.

ZS is committed to a Flexible and Connected way of working. ZSers are onsite at clients or ZS offices three days a week. Combined flexibility to work remotely two days a week is also available. The magic of ZS culture and innovation thrives in both planned and spontaneous face‑to‑face connections.

ZS offers a comprehensive total rewards package including health and well‑being,…