Title Production Designer Associate Designer Designer Senior Designer Art/Design Director Creative Director Senior Creative Director Vice President Senior VP CCO

Functional Knowledge

/ Scope

Helping others to execute and assisting with whatever is needed for the team to thrive. They demonstrate an excellent capacity to learn quickly and model after the best people and practices around them.

Shows an understanding of visual hierarchy, design principles, typography and layout. They are comfortable using Zendesk’s brand design system and previous design work to assist in producing Zendesk material. They are familiar with sketching design concepts and common graphic design tools and use these regularly in their work. They work independently and check in frequently with their manager to solve problems and check status. They demonstrate an excellent capacity to learn quickly and model after the best people and practices around them. They consider the holistic user experience in their work and have a strong understanding of the vision and key objectives for their product area, taking cues from their manager as well as their the stakeholders involved in the project.

Very competent graphic designer with demonstrated experience in visual hierarchy, design principles, typography, illustration and layout. Displays a solid level of understanding in user-centered design methodoliges and a willingness to help and mentor those around them. They are experts in industry standard design software. They design for scale and consistently advocate for the use and contribution to the Zendesk brand style guide and asset library. They are a respected partner amongst their peers within the brand team, product marketing and marketing and demonstrate an understanding of the business objectives for thier individual projects. They identify style overlaps and gaps in their own work, and that of other designers on adjacent products. They are able to consider potential connections or

and marketing initiatives. They possess strong verbal and written communication skills in both one-on-one and group situations. They heavily contribute and add value in group design conversations helping to keep them focused and on track.

by their ability to own large, highly-strategic projects. They posses the toolkit to not only deliver design solutions, but also demonstrate a well-rounded sense of business skills ranging from project management to business analysis which enables them to command the confidence of their peers outside of the design org.

These designers have developed expert level communication skills and are able to represent the brand team with a wide variety of stakeholders and have demonstrated their ability to manage expectations of a diverse set of individuals. Senior Designers excel in their presentation skills and are able to present their work in a clear and impactful manner to stakeholders

They posses the relationship building skills that allow them to forge deep alliances with influential stakeholders outside the design org and have the ability to influence decision makers outside of the design organization.

They typically lead projects from a variety of initiatives and posses the historical knowledge to contribute across broad areas of the company.

They tirelessly contribute contstructive solutions for how design process and practices can be improved and have the influence within the design org to facilitiate change.

Art Directors and Design Directors possess the ability to conceive of, socialize, research and execute on complex design projects that are critical to Zendesk. They require little formal direction and bring with them a broad history of best practices from their past roles. They have the ability to own a project from conception to completion and lead a team of designers on individual projects. They are a recognized thought leader across design and product, both within their local

and Design Directors are typically very active within the design community and have a well-established reputation.

Individual Contributor Creative Directors raise awareness of the Zendesk brand team by facilitating a dialog/awareness between our org and the external design community. They generously share their personal brand to help elevate the brand of our design department. They are able to function as a spokesperson for the department at high profile industry events.

These designers embody excellence in design at all levels. Can represent the department at the highest levels within the company. Creative Directors are active conference speakers and writers/bloggers on topics of design.

Long, distinguished career marked by numerous professional awards and achievements

Critical source of vision and solutions for the future of the industry.

Breaks new ground in any area. Provides excellent solutions in high risk areas.

Ability to level up to the most senior levels within the company. A recognized mentor.

Design executive responsible for multiple functions, departments, and/or geographic design studios. Acts as key delegate between the Design and the rest of the business. Regularly intefaces

Manages and coaches other design managers globally.

Avid writer/blogger and public speaker at design industry events.

Sets vision and direction through resource allocation decisions for a significant organization or business unit.

Extensive and detailed hands-on financial responsibility for the team budget

Heavy responsibilty for recruiting top talent and managing the community facing brand of the design organization

Develops and implements strategic plans and objectives for the organization in alignment with corporate strategy; oversees the direction and approves tactical administrative or operational policies and resource allocation decisions to ensure achievement of objectives.

Job Complexity

Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Works on problems of diverse scope where analysis of data requires an evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.

Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.

Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.

Works on issues that impact design/selling success or address future concepts, products or technologies. Creates formal networks with key decision makers and serves as an external spokesperson for the organization.

Develops strategic plans to ensure successful implementation of action plans and objectives where analysis of situations or data requires an in-depth knowledge of the company, competitive environment, technology and economic or social implications of organization activities. Participates in the development of corporate methods, techniques and evaluation criteria for projects, programs, and people. Approves budgets and schedules to meet corporate requirements.

Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates core issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the function, business strategies, and the company’s goals as well

of company activities.

Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates core issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the function, business strategies, and the company’s goals as well as external factors

Problem Solving/

Discretion

Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments.

Solves problems in straightforward situations; analyzes possible solutions using technical experience and judgment and precedents.

Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information.

Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives.

Assignments are objective oriented. Work is reviewed in terms of meeting the organization’s objectives and timelines.

Works on issues that impact design/selling success or address future concepts, products or technologies. Creates formal networks with key decision makers and senior leadership team. May serve as a company representative.

Proactively identifies and solves the most complex problems; uses ground-breaking methods to think beyond existing solutions. Extends knowledge in a given field by developing novel concepts, theories, and products.

Erroneous decisions will have a serious impact on the overall success of long-term company operations.

Erroneous decisions will have an immense impact on the overall success of long-term company operations.

Decisions drive the success, failure, profitability and growth of the company.

Impact

Has limited impact on own work. Contributes towards the completion of routine technical/functional tasks. Works within standard procedures and practices.

Impacts quality of own work and the work of others on the team. Works within guidelines and policies.

Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies.

Decisions have an impact on work processes and outcomes. Erroneous decisions or failure to achieve results will add to costs, result in serious delays, and may impact the short-term goals of the organization.

Decisions have an extended impact on work processes and outcomes. Erroneous decisions will result in critical delay(s) in schedules and/or unit operations and considerable expenditure of additional time, human resources, and funds.

Decisions and recommendations will have a serious impact on the overall success of functional, division, or company operations. Erroneous decisions or recommendations may cause critical delays or modifications to company projects or operations causing substantial increases in costs.

Impacts business direction through the development of innovative services or products.

Objectives directly tied to the overall performance of the company. Makes final decisions, guided by only the broadest policies and strategies.

Objectives directly tied to the overall performance of the company. Makes final decisions, guided by only the broadest policies and strategies.

Takes action guided by the general direction set by the CEO.

Supervision / Interaction

Normally receives detailed instructions on all work.

Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Normally receives little instruction on day-to-day work, general instructions on new assignments.

Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a

project team.

Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.

Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

Exercises wide latitude in determining objectives and approaches to critical assignments. Leads highly visible multidisciplinary project teams or initiatives; provides thought leadership.

Regularly interacts with executives and/or major customers. Interactions frequently involve highly visible activities such as speaking to or negotiating with customers, influencing other executives and/or academics, lobbying regulators or policy makers and representing the organization on matters of great significance to the organization.

Interacts internally and externally with executive level management, consultants, and corporate leaders, requiring negotiation skills over extremely critical matters. Influences long-term vision and strategy of corporate consequence.

Interacts internally and externally with executive level management, consultants, and corporate leaders, requiring negotiation skills over extremely critical matters. Influences long-term vision and strategy of corporate consequence.

Leadership

Directs and controls the activities of a complete functional area through multiple levels of management within the company. Has overall

expense priorities, and approving changes to methods and practices.Manages a team of directors and/or high-level individual contributors. Manages primarily through a team of second-level managers (aka Management Level 5 Directors). Reports to functional-area senior VP, global corporate functional leader or a corporate C-level executive.

Directs and controls the activities of more than one functional area, division, product group or service area through vice president level executive leaders who have overall operational responsibility for their assigned functions, geographic regions, and businesses. Generally reports to a global corporate functional area executive or C-level executive.

Directs and controls the activities of more than one functional area, division, product group or service area through vice president level executive leaders who have overall operational responsibility for their assigned functions, geographic regions, and businesses. Reports to the CEO.

Zendesk Brand Design Career Paths (Individual Contributor)

Work in Progress

Work in Progress