Director, Digital Support Experience

This global role reports to the Director 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 and value through digital channels. This role is for an experienced tech leader with gravitas as well as a “roll-up-your-sleeves” approach and ability to “get things done!”This role entails recruiting and managing a team of search specialists, UX professionals and/or digital project managers as the needs of the program and footprint grows.What you get to do in this role: 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 journeyParticipate 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 deliverablesDefine optimal digital experience KPIs and partner internally to develop reporting to track themCollaborate cross-functionally with major stakeholders and peers across Strategy Ops, Customer Success Ops, IT, GCS and Marketing to develop solutions and deliver on the outcomesBuild our customer self-service experience, paving the path towards a unified and personalized post sales digital user experienceBenchmark best in class customer experience across industry and also within competitive space to inform and guide key business leaders and stakeholdersIdentify and develop best practices and utilize data and consumer research to define a future state vision for the company’s online channelsEvangelize Customer Experience across GCS teams at Zscaler and help showcase Zscalers advances in this area though speaking engagements, industry events and professional communities