Digital Customer Experience – Decision Analytics Manager in City of London

Join to apply for the Digital Customer Experience – Decision Analytics Manager role at ZS. 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. We’re hiring a Manager to lead our omnichannel analytics work with clients across industries. This person will own account‑level delivery for a portfolio of engagements that combine operational analytics, strategic measurement, and commercial decisioning. Typical work includes marketing‑mix and media measurement, attribution and reporting programs, next‑best‑action and decisioning programs, campaign measurement and uplift analyses—all of which will inform go‑to‑market choices.

The role requires a mix of technical analytics expertise, client‑facing consulting, commercial mindset (selling and shaping programs), and people leadership across onshore and offshore teams (Europe + India).

What you’ll do:

• 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 modeling, 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.

What you’ll bring:

• 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 productization (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).

Good to have:

• 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.

Hybrid working model: 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.

Perks & Benefits: ZS offers a comprehensive total rewards package including health and well‑being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empower you to thrive as an individual and global team member.

Travel: Travel is a requirement at ZS for client‑facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client‑facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.

Considering applying? At ZS, we honour the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences.

If you’re eager to grow, contribute, and bring your unique self to our work, we encourage you to apply. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

To complete your application: Candidates must possess or be able to obtain work authorization for their intended country of employment. An online application, including a full set of transcripts (official or unofficial), is required to be considered.