Principal Value Architect

Zendesk

Principal Value Architect managing customer experience strategy in contact center technology at Zendesk. Developing strategies and engaging with C-level stakeholders to achieve customer success.

Posted 5/7/2026full-time🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

Lead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders.
Develop compelling recommendations and present them back to customer executive stakeholders
Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.
Deep understanding of, and passion for, the customer lifecycle and managing the customer experience
Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges.
Help customers/prospects develop integrated, omnichannel customer engagement strategies
Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy
Collaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customers
Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results
Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate.
Leverage market/industry data to develop compelling content themes/topics for customer presentations
Content creation and thought leadership content and deliver business enablement.
Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.)
Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trends

Requirements

What you’ll need

15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level
5+ years of contact centre value consulting experience, ideally in the context of helping customer support organisations achieve their strategic objectives through the use of technology
Strong knowledge of the technology and tools that support contact centres
Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders
Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse, calculate and identify key challenges and value opportunities from the data.
Experience performing detailed data analysis.
Experienced in analytics within G-sheets or similar
Experience addressing rapid growth and scale with a customer support organisation
Experience with customer service departments of varying sizes
Excellent written and verbal communication and presentation skills
Expert understanding of customer support and contact centre financial concepts
Desirable extra language skills: French, Spanish, German, Italian

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

digital strategydigital roadmapfinancial analysisKPI analysisdata analysiscontact centre performance metricsomnichannel customer engagementcontent creationthought leadershipcustomer lifecycle management

Soft Skills

facilitation skillsexecutive communicationpresentation skillscollaborationstrategic thinkingproblem-solvingleadershipinterpersonal skillsanalytical skillswritten communication