Sr. Analyst, Client Assurance

As AHEAD Consulting & Services (ACS) continues to strengthen the client experience, the Customer Assurance Program (Client360) enables consistent delivery governance by translating EWA, CSAT, survey, and project health data into decisions that improve delivery quality and ensure we are delivering the best client experience.

The Senior (Sr.) Analyst role blends analysis with operational execution-owning recurring reporting, EWA updates and management, survey follow-up, CSAT follow-up, and action tracking-while enabling (not owning) delivery teams’ remediation work. The role applies structured problem solving and critical thinking to dig into project health data, identify discrepancies across EWA, CSAT surveys, and project health flags, and translate ambiguous delivery issues into clear problem statements, root-cause analysis, and scalable process improvements. The Sr. Analyst partners with PMO, Quality, Practices, Services Operations, and Shared Services to surface insights and risks, elevate concerns through reporting, support newsletter content, and improve compliance and data hygiene across assurance processes.

This role is based in India and works closely with US-based stakeholders; reliable overlap with US time zones is required.

Duties and Responsibilities

Client Assurance Responsibilities

• Own EWA updates and ongoing EWA management, including validating data, tracking status, and ensuring timely refreshes for leadership visibility. Essentially acting as a project manager for our EWA program.
• Produce recurring and ad hoc reporting that highlights trends, risks, exceptions, and follow-up actions across client assurance measures.
• Lead survey follow-up activities, including maintaining and escalating the survey follow-up / elevating report to drive accountability and closure.

CSAT and Quality

• Drive CSAT follow-up activities by reviewing results, identifying themes, coordinating with stakeholders, and tracking actions through resolution.
• Support newsletter development for Quality and PMO by helping curate relevant metrics, themes, updates, and insights.
• Dig into project health data to identify underlying issues, validate concerns, and provide clear, actionable recommendations to stakeholders.
• Investigate projects with discrepancies between EWA, CSAT surveys, and project health flags; reconcile findings, identify root causes, and recommend corrective actions.
• Translate ambiguous business questions into structured problem statements, analytical approaches, and clear decision options and recommendations for ACS leaders.

Compliance, Governance, and Continuous Improvement

• Monitor compliance on surveys, including completion, timeliness, data accuracy, and adherence to defined assurance processes and expectations.
• Support testing and rollout of reporting and governance tools, configuration updates, and automation opportunities; maintain release notes and user guidance as needed.
• Troubleshoot data and reporting issues; coordinate with technical teams and business stakeholders to resolve defects, root causes, and validation gaps.
• Design and refine lightweight processes, checklists, and SOPs that improve survey compliance, reporting reliability, and user adoption across client assurance workflows.
• Proactively identify recurring data or process breakdowns and recommend scalable fixes such as training, templates, validations, and automations rather than recurring manual workarounds.

Cross-Functional Collaboration and Special Projects

• Own assigned workstreams and ad-hoc analysis requests end-to-end (intake, problem framing, analysis, recommendation, and action tracking); communicate status, risks, and recommended decisions.
• Contribute analytics and operational insights to cross-functional initiatives focused on client assurance, quality improvement, reporting optimization, and scalable governance solutions.
• Perform other duties consistent with the role, as assigned.
• Map current-state assurance, reporting, and follow-up processes to identify bottlenecks and failure points; propose pragmatic, stepwise improvements that balance control, effort, and user experience.

Education and Experience:

Minimum Required

• Bachelor’s degree in Business Administration, Operations, Analytics, Finance, Information Systems, or related field (or equivalent experience).
• 5-8 years experience in professional/consulting services, services operations, PMO support, or business analytics (preferably IT services, managed services, or technology solutions).
• Based in India with required overlap with US time zones for recurring governance meetings and collaboration.
• Experience using operational and/or financial data (e.g., PSA, CRM, ERP, survey tools)
• Working knowledge of engagement delivery concepts (e.g., milestones, risks/issues, utilization, margin) and their link to client outcomes.
• Strong attention to detail and follow-through; ability to manage a recurring reporting cadence and action tracking while challenging and improving the underlying processes.
• Advanced Excel proficiency and experience with BI/reporting tools.
• Demonstrated ability to improve reporting efficiency through standardization and automation.
• Demonstrated critical thinking and structured problem-solving skills (e.g., able to move from vague issues to clear problem statements, hypotheses, analysis, and recommendations).
• Process mindset with experience mapping workflows, identifying bottlenecks or failure points, and proposing practical improvements.
• Comfort working in ambiguity and creating structure (lightweight processes, templates, cadences) where it does not yet exist.

Preferred

• Experience in IT consulting, managed services, or technology solutions, ideally in a central analytics, operations, or PMO-support role.
• Experience querying structured data (e.g., SQL) and applying data validation techniques (reconciliations, anomaly detection, trend break analysis).
• Familiarity with PSA tools and engagement frameworks used for governance, data capture, and reporting; experience defining “what good looks like” and driving adoption.
• Experience supporting quality, CSAT, or continuous improvement programs in services organizations, including action tracking and executive readouts.
• Exposure to AI-enabled or automation tools used for reporting, analytics, or services operations.