Senior Digital Learning Engagement Specialist

Job Description Zendesk’s 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 Zendesk’s 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 Zendesk’s 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 you’ll 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 Zendesk’s 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. Excellen ... (truncated, view full listing at source)