Job Description

Who we are looking for

Zendesk is seeking a strategic and inspiring Group Manager, Thought Leadership & Insights to elevate our market presence and shape the future of customer service. This role is perfect for a leader who thrives at the intersection of research, storytelling, and AI innovation—and who can turn complex data into compelling narratives that influence the industry.

The ideal candidate is an experienced insights leader with a sharp editorial sensibility, a track record of publishing high-impact thought leadership, and the ability to guide a team to deliver research that establishes Zendesk as a recognized authority in AI-powered service.

What you’ll be doing

First-Party Research & Insights

Lead Zendesk’s first-party research program to uncover customer behavior, market dynamics, and industry trends.
Design and oversee surveys, interviews, and studies with rigor and methodological excellence.
Translate insights into actionable takeaways for executives, product teams, and customers.

Thought Leadership Content Strategy

Define and drive a cohesive thought leadership agenda aligned with Zendesk’s brand and business priorities.
Create high-impact reports, whitepapers, and executive briefs that highlight the role of AI in customer and employee experience.
Partner with product, marketing, and comms teams to bring research insights to life across multiple channels.

Team Leadership

Manage and mentor a team of researchers, analysts, and content strategists.
Set clear goals, provide feedback, and cultivate a culture of curiosity, innovation, and execution.
Balance strategic long-term initiatives with rapid-turn insights that respond to market needs.

What you bring to the role

Qualifications:

Bachelor’s degree in Marketing, Communications, Research, or a related field.
8+ years of experience in research, insights, or thought leadership, with 3+ years in a leadership role.
Proven success delivering qualitative and quantitative first-party research that drives external visibility and internal decision-making.
Strong storytelling and editorial skills, with the ability to shape narratives that resonate with business and technical audiences.
Experience leading and developing teams in a fast-paced, collaborative environment.
Deep knowledge of research methodologies, analytics, and data visualization.

Preferred:

Background in B2B SaaS or technology sectors.
Experience with technology trend spotting

Understanding of media, analyst, and influencer ecosystems to extend thought leadership reach.

#LI-WO1

The US annualized base salary range for this position is $141,000.00-$211,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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