Senior Digital Learning Engagement Specialist

Job Description

Zendesks Digital CX team is transforming customer education by delivering seamless contextual and lifecycle-aligned learning experiences across prospects customers and partners. As education becomes a strategic differentiator in the evolving CX and learner experience landscape this high-visibility hands-on Senior Digital Learning Engagement Specialist will lead the orchestration of multi-channel content distribution and learner engagement strategies that drive product adoption deepen user engagement and accelerate retention. This role bridges fragmented learning ecosystems by embedding contextual just-in-time education moments across Zendesks platform and prospect customer and partner journeys.

Collaborating closely with Marketing Product Community Enablement Partners Instructional Design and Customer Experience teams the Specialist ensures all education initiatives align with business priorities and customer lifecycles. This role offers a unique opportunity to amplify Zendesks education impact by seamlessly connecting learners to the right content at the right time across channels and lifecycles to accelerate adoption retention and customer success.

What youll own

Multi-channel content distribution

Own and execute a seamless multi-channel learning content distribution strategy aligned to prospect customer and partner lifecycle stages ensuring delivery at the right moment for maximum impact.

Data-driven engagement optimization

Leverage SEO AEO GEO and analytics to optimize learner engagement boost content discoverability and expand program reach across digital touchpoints.

Cross-functional campaign collaboration

Lead strategic planning and amplification of targeted education awareness campaigns in partnership with Marketing Product Community Partners and Customer Experience teams to increase program adoption.

Contextual just-in-time learning

Identify and orchestrate delivery of timely contextual learning moments embedded within user workflows and customer journeys to enhance product engagement and value realization.

Continuous performance analysis and improvement

Analyze learner engagement and campaign performance data to refine distribution strategies optimize impact and deliver actionable insights to leadership.

Enablement Partnership

Partner closely with Enablement and Marketing teams to embed education into customer adoption retention and success workflows making learning integral to and automated within the customer lifecycle.

Cross-functional alignment

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

Innovation in learner engagement

Champion new distribution channels communication strategies and AI-powered personalization pilots to continuously innovate and improve learner engagement.

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 knowledge of SEO AEO GEO strategies marketing automation platforms LMS and product integrations and analytics tools to optimize digital content distribution.

Cross-functional collaboration: Proven ability to work effectively with Marketing Product Customer Success Enablement Partners Sales and Community teams to advocate for and deliver aligned business-driven education programs.

Data-driven mindset: Skilled in using learner and campaign data to optimize strategies and report impactful insights to executives.

Strategic thinker: Comfortable leading initiatives that require creativity experimentation and iteration in complex dynamic environments.

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

Excellent communicator: Strong verbal and written communication skills capable of influencing stakeholders at multiple organizational levels.

Adaptability: Thrive in a fast-paced ambiguous environment and able to balance strategic priorities with hands-on execution.

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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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.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

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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