Learning Innovation Specialist

Job Description

Zendesks Digital CX team is transforming customer education by pioneering the strategic innovation and evolution of Zendesk Academy. The Learning Innovation Specialist will reimagine the customer education playbook through AI-powered personalization learner segmentation gamification cohort models community collaboration localization and data-driven experimentation. The Specialist will curate and orchestrate tailored engaging adaptive learning experiences that accelerate adoption and retention for prospects customers and partners worldwide. This role focuses on innovation and learner engagement and does not involve direct content creation.

Partnering cross-functionally with Product Marketing Partners Enablement UX Instructional Design Customer Experience and Community teams this role ensures education innovations align with learner needs and business goals maintaining close alignment with cross-functional roadmaps so education remains a core driver of business growth.

This role offers a rare and unique opportunity to shape the future of Zendesk Academy and customer education by driving innovation and experimentation that empower learners worldwide accelerate product adoption and unlock significant business growth.

What youll own

Cross-functional roadmap alignment

Lead strategic planning and prioritization with Product Marketing Partners Enablement Instructional Design and Success teams to embed education as a core driver of business growth.

Learner and content segmentation

Own and refine segmentation strategies to deliver personalized relevant learning journeys for diverse global audiences maximizing learner engagement.

AI-powered personalization

Design and implement advanced personalization and adaptive learning frameworks that dynamically tailor educational experiences to individual learner needs.

Gamification strategy

Develop and oversee gamification initiatives to boost learner motivation engagement and skill mastery across learner segments collaborating closely with the Community team to integrate social and peer-driven engagement elements.

Cohort learning and community collaboration

Design pilot and scale cohort-based learning models that foster peer collaboration and integrate community engagement to deepen learning outcomes.

Experimental pilot leadership

Architect and manage data-driven pilot programs leveraging automation and AI insights to continuously optimize educational effectiveness and relevance.

Cross-disciplinary collaboration

Work closely with UX Instructional Design Subject Matter Experts Knowledge Center of Excellence and partner teams to ensure innovations align with learner expectations and business goals.

Global education localization strategy

Plan and execute comprehensive localization strategies to ensure learning content is accessible culturally relevant and effective across global regions.

Continuous feedback and Improvement

Collect and analyze learner feedback and performance data to iteratively improve Zendesk Academys content and experiences.

Standards compliance

Ensure all learning innovations comply with adult learning principles certification requirements and organization-wide education standards.

What you bring

Experience: 4 years in customer education learning innovation or enablement roles within B2B SaaS or enterprise technology sectors.

Innovation mindset: Proven ability to design and scale learning programs using AI gamification and emerging modalities.

Data fluency: Skilled in leveraging analytics and learner insights to drive experimentation and continuous program optimization.

Cross-functional leadership: Demonstrated success working effectively with diverse teams including Product Marketing Enablement and Instructional Design.

Global perspective: Experience leading learning programs that serve multilingual and multicultural audiences with strong localization sensibility.

Learner-centric: Passionate about creating adaptive engaging learning journeys that meet varied skills and knowledge needs.

Excellent communicator: Strong verbal and written communication skills able to influence stakeholders at all organizational levels.

Builder DNA: Comfortable working in ambiguity and complexity able to lead initiatives from ideation through to scalable 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.

LI-MR7

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.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.