Senior Digital Learning Engagement Specialist

Job Description

Zendesks Digital CX team is transforming customer education by delivering seamless contextual learning experiences across prospects customers and partners. As education becomes a strategic differentiator in the evolving CX and learner experience landscape the Senior Learning Engagement Specialist will lead multi-channel content distribution and learner engagement strategies that connect education directly to key moments across Zendesks platform and prospect customer and partner journeys.

In this highly visible cross-functional role the Senior Digital Learning Engagement Specialist is responsible for aligning the distribution of education experiences and content with customer and partner lifecycles ensuring learning is surfaced at the right time throughout the Zendesk ecosystem. By identifying innovative opportunities throughout the user journeys and collaborating across teams they expand Zendesk Academys reach while driving product adoption boosting customer satisfaction and increasing Gross Retention Rate (GRR).

What youll own

• Own and execute a seamless multi-channel content distribution strategy aligned to prospect customer and partner lifecycles. Partner closely across teams to embed education into adoption retention and success workflows making learning integral and automated throughout lifecycles and across a global audience.

• Leverage SEO AEO GEO and analytics across systems including LMS to optimize learner engagement increase content discoverability expand program reach.

• Drive alignment and collaboration across Product Marketing Success Partners Community and Enablement teams to deliver unified and consistent education experiences throughout Zendesks ecosystem.

• Identify and deliver timely contextual learning moments embedded in user workflows and customer and partner journeys to enhance product engagement and maximize value.

• Explore integrate and expand AI-driven technologies within internal workflows and automation processes to enhance operational efficiency and tailor learning delivery supporting measurable business outcomes and team objectives.

• Champion new distribution channels and communication strategies. Continuously analyze key performance data report insights to leadership and refine distribution tactics to drive adoption customer satisfaction and Gross Retention Rate (GRR).

What you bring

• Experience: 5 years in customer education enablement digital marketing or related roles within B2B SaaS or technology companies with proven success driving learner or user engagement at scale.

• Technical fluency: Strong expertise in SEO AEO GEO marketing automation LMS/product integrations and analytics tools to optimize digital content distribution.

• Cross-functional collaboration: Skilled at partnering with Marketing Product Customer Success Enablement Partners Sales and Community to deliver aligned business-driven education programs.

• Data-driven mindset: Experienced in analyzing learner and campaign data to optimize strategies and communicate impactful insights to leadership.

• Strategic leadership: Comfortable leading creative experimental and iterative initiatives in complex dynamic environments.

• Customer obsession: Passionate about creating learner experiences that drive real business outcomes through education.

• Excellent communicator: Strong verbal and written communicator adept at influencing stakeholders across all levels.

• Adaptability: Thrives in fast-paced ambiguous settings while balancing strategic priorities with hands-on execution.

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The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

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