Director – Digital Support Experience
Posted on 3/16/2023

5,001-10,000 employees

Cloud-based information security company
Company Overview
Zscaler’s mission is to empower organizations to realize the full potential of the cloud and mobility by securely connecting users to applications from any device, anywhere. The company has pioneered a security cloud that has shifted architectural design and approach to network security. With their unique security cloud, the company has created a Zero Trust Exchange platform with their security cloud to enable businesses to reduce cost, risk, simplify IT, and increase business agility.
San Jose, CA, USA
Experience Level
Desired Skills
UI/UX Design
  • Inspiring 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
  • Master's or BS/BA degree in a relevant field, such as business, communications, or technology or equivalent experience
  • The Head of Digital Customer Support will deliver a unified, seamless digital 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 them
  • 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, paving the path towards a unified and personalized post sales 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 Zscalers advances in this area though speaking engagements, industry events and professional communities