Job Description

This global role reports to the Head of GCS Strategy and Operations and will own the Strategy and Execution for the Digital Customer Experience for our Global Customer Services department —a unique individual who is experienced in creating customer engagement in the “moments that matter”. This is a role for an experienced leader with growth into people management opportunities in upcoming quarters.

Qualifications

Who are you?

• Master’s or BS/BA degree in a relevant field, such as business, communications, or technology

• Inspiring people leader who builds a culture of partnership, learning, experimentation, and iteration

• Thrives with rallying cross-functional resources to align outcomes with objectives and measure them

• Ability to break down ambiguous problems with multiple dependencies into manageable and sequential components to form an execution strategy grounded in customer needs

• Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment 

• Strong domain knowledge of Digital Technologies, UX, Search Technology, Design Led Thinking, CX Strategy, and Voice of the Customer. 

• Stellar communicator with stakeholders at all levels, including preparing readouts to senior leadership

• Demonstrated experience with agile product management model

• Strong listening skills; open to input from other team members and departments

What you get to do in this role: 

• The Head of Digital Customer Experience will deliver a unified, seamless customer experience leveraging technology-driven business processes, data and insights, and Voice of the Customer learnings. 

• Create and execute upon a multi year digital customer experience strategy that scales and aligns with our culture, organization ambitions, and values to build a best in class program which meets customers and partners wherever they are in their journey

• Participate in corporate projects/program to assess company’s digital CX across online channels to identify issues and opportunities to improve overall customer experience and own the GCS deliverables

• Define optimal digital experience KPIs and partner internally to develop reporting to track

• Collaborate cross-functionally with major stakeholders and peers across Strategy Ops, Customer Success Ops, IT, GCS and Marketing to develop solutions and deliver on the outcomes

• Build our customer self-service experience, integrating this experience across many corporate touch points and paving the path towards a personalized and integrated digital user experience

• Benchmark best in class customer experience across industry and also within competitive space to inform and guide key business leaders and stakeholders

• Identify and develop best practices and utilize data and consumer research to define a future state vision for the company’s online channels

• Evangelize Customer Experience across GCS teams at Zscaler and help showcase Zscaler's advances in this area though speaking engagements, industry events and professional communities

Additional Information

All your information will be kept confidential according to EEO guidelines.

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WHAT YOU CAN EXPECT FROM US:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

WHY ZSCALER? People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.  Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.