Senior Learning Architect, Customer Education

Job Description

Who we're looking for

We are seeking a Senior Learning Architect to design, build, and maintain the educational ecosystem for Zendesk customers. In this role, you will not just "create training"; you will act as a bridge between internal Zendesk teams and our customers, turning complex technical workflows and thought leadership into impact learning experiences. Your primary mission is to empower Zendesk customers and drive growth.

You will own the architectural vision of our customer-facing learning assets, ensuring they are scalable, measurable, and deeply aligned with business success metrics. You will identify opportunities for AI to accelerate content development, enhance learning, and improve measurement.

The ideal candidate will have a strong background in training design and development, excellent communication skills, and a passion for facilitating learning and knowledge transfer.

What you'll be doing

* Design and develop a comprehensive training curriculum using established instructional design frameworks.

* Analyze learning needs by conducting 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 to boost engagement.

* Develop a diverse portfolio of assets, including microlearning, video content, and job aids, aligned to drive measurable business outcomes.

* Design and develop a diverse range of assessments (including certification exams) that are strategically aligned with learning objectives and promote a deep, hands-on understanding of the material. Ensure that all evaluation methods are fair, valid, and reliable, providing meaningful feedback that demonstrates clear proficiency in the subject matter.

* Oversee the full content lifecycle, including pre-release quality assurance (QA) testing, accessibility audits and the systematic update of existing materials using AI-powered analytics to identify knowledge gaps and refine content for maximum retention.

* Collaborate with subject matter experts (SMEs) and stakeholders across Product Customer Support, Success, and other Zendesk teams to gather content, review technical information, and translate complex topics into clear and concise materials.

* Continuously monitor and proactively maintain all existing learning content, documentation, and training materials to ensure they accurately reflect the latest features, functionalities, and user experience of evolving Zendesk products.

* Stay abreast of industry trends and emerging technologies in instructional design to continually enhance the effectiveness of learning solutions.

* 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, release readiness, and impact-to-business outcomes.

Basic Qualifications

* 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. You must demonstrate a track record of creating learning assets for external audiences.

* Proven ability to synthesize complex technical workflows (e.g., APIs, system integrations, advanced administration) into simple, user-friendly instructional materials.

* Proficiency in industry-standard authoring tools (e.g., Articulate Rise 360, Adobe Creative Suite) and experience managing external-facing Learning Management Systems (LMS).

* Excellent written and verbal communication skills; you must be able to present technical product concepts effectively to diverse customer personas, from end-users to technical administrators.

* Strong organizational skills to manage multiple initiatives, balancing long-term curriculum architecture with urgent training needs for new feature releases.

Preferred Qualifications

* Experience mapping learning objectives to customer success metrics, such as Time-to-Value (TTV), feature adoption rates, and support ticket deflection.

* Proven experience collaborating with Product Management, Product Marketing, and Engineering teams to align training materials with software release cycles and go-to-market strategies.

* Experience designing and launching customer certification programs or badging pathways that validate product expertise and drive customer engagement.

* A history of using training data (completion rates, quiz scores, sentiment feedback) to iterate on content effectiveness and prove the ROI of customer education.

* Demonstrated interest in experimenting with interactive, scalable delivery methods, such as in-app guidance, interactive product tours, or gamification, to meet the customer where they are.

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