Job Description

Zendesk’s Digital CX team is evolving customer and partner education by reimagining Zendesk Academy through AI-powered personalization, segmentation, rewards and recognition, cohort learning, community collaboration, localization, and data-driven experimentation. The Learning Innovation Specialist curates and orchestrates adaptive learning experiences that accelerate adoption and retention for prospects, customers, and partners globally. This role focuses on innovation and engagement, without direct content creation, and ensures close alignment with cross-functional roadmaps across Product, Marketing, Partners, Enablement, UX, Instructional Design, Customer Experience, and Community teams.

This role offers a rare and unique opportunity to shape the future of Zendesk Academy by driving innovation and experimentation that empower learners worldwide. It is directly responsible for accelerating product adoption, enhancing customer satisfaction, and increasing Gross Retention Rate (GRR), unlocking significant business growth and making education a core driver of Zendesk’s success.

What you’ll own

• Own and continuously refine learner segmentation and adaptive personalization strategies, using AI and data analytics to deliver tailored educational journeys, optimize engagement, and align innovations with business goals.

• Design and lead experimental pilot programs that apply AI, automation, adult learning theory, and data insights to test, validate, and scale innovative learning solutions, working closely with UX, Instructional Design, SMEs, and stakeholders to ensure alignment with learner needs and measurable business impact.

• Collaborate closely on cross-functional strategic roadmap alignment and prioritization with Product, Marketing, Partners, Enablement, Instructional Design, and Success teams to help embed education as a core driver of growth while ensuring global initiatives are accessible, culturally relevant, and localized.

• Develop, oversee, and scale learner rewards and recognition, cohort learning, and community collaboration initiatives that increase learner motivation, engagement, and peer-driven learning outcomes by partnering closely with Community and related teams.

• Architect and expand the integration of AI and automation across internal processes, LMS and learning platforms, and learning experiences to improve efficiency and learner personalization.

• Drive continuous learner feedback collection, analyze performance data, and ensure all learning innovations comply with adult learning principles, certification requirements, and organization-wide education standards to iteratively improve Zendesk Academy content and experiences.

What you bring

• Experience: 4+ years in customer education, learning innovation, or enablement within B2B SaaS or enterprise tech.

• Innovation mindset: Proven ability to design and scale AI-powered, gamified, and innovative learning programs.

• Data fluency: Skilled in analytics and learner insights to drive continuous optimization.

• Cross-functional leadership: Demonstrated success working effectively with cross-functional 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.

• Communication: Strong verbal and written communication skills, and effective at influencing stakeholders at all organizational levels.

• Builder DNA: Comfortable with ambiguity and complexity, leading initiatives from ideation to scalable 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.

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 we’re 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 peopleandplaces@zendesk.com with your specific accommodation request.