Senior Learning Architect, Customer Education

Senior Learning Architect

Design, build, and maintain the educational ecosystem for Zendesk customers. Act as a bridge between internal Zendesk teams and customers, turning complex technical workflows into impactful learning experiences.

• Design and develop a comprehensive training curriculum using established instructional design frameworks.
• Analyze learning needs through needs assessments and audience analysis to identify learning objectives and appropriate strategies.
• Produce high-fidelity e-learning courses using Articulate Rise and AI‑powered authoring tools, incorporating interactivity and data‑driven assessments.
• Develop a diverse portfolio of assets, including microlearning, video content, and job aids, aligned to drive measurable business outcomes.
• Design and develop diverse assessments, including certification exams, strategically aligned with learning objectives.
• Oversee the full content lifecycle, including pre‑release QA testing, accessibility audits, and systematic updates using AI‑powered analytics to refine content for maximum retention.
• Collaborate with subject matter experts and stakeholders across Product, Customer Support, Success, and other Zendesk teams to gather content and translate complex topics into clear, concise materials.
• Continuously monitor and proactively maintain all existing learning content and training materials to reflect the latest features and functionality of evolving Zendesk products.
• Drive the successful delivery of complex learning programs by managing cross‑functional dependencies, timelines, and resource allocation.
• Establish robust reporting mechanisms to communicate project status, mitigate risks, and provide stakeholders with actionable updates on content development and impact to business outcomes.

• Bachelor’s or Master’s degree in Instructional Design, Education, Computer Science, or a related field.
• 3+ years of professional experience in Customer Education, Technical Training, or SaaS Instructional Design.
• Track record of creating learning assets for external audiences and synthesizing complex technical workflows into user‑friendly instructional materials.
• Proficiency in industry‑standard authoring tools (Articulate Rise 360, Adobe Creative Suite) and experience managing external‑facing Learning Management Systems (LMS).
• Excellent written and verbal communication skills; ability to present technical product concepts effectively to diverse customer personas.
• Strong organizational skills to manage multiple initiatives, balancing long‑term curriculum architecture with urgent training needs for new feature releases.

• Experience mapping learning objectives to customer success metrics such as Time‑to‑Value, feature adoption rates, and support ticket deflection.
• Collaboration with Product Management, Product Marketing, and Engineering teams to align training materials with software release cycles and go‑to‑market strategies.
• Designing and launching customer certification programs or badging pathways that validate product expertise and drive customer engagement.
• Using training data (completion rates, quiz scores, sentiment feedback) to iterate on content effectiveness and prove the ROI of customer education.
• Interest in experimenting with interactive, scalable delivery methods such as in‑app guidance, interactive product tours, or gamification.

US annualized base salary range for this position is $87,000.00‑$.

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.