Senior Learning Experience Designer

Responsibilities

• Curriculum Architecture: Design and develop high-impact learning programs (onboarding, product launches, soft skills, and technical troubleshooting) specifically tailored for a fast-paced support environment.
• Multimedia Creation: Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools.
• Gap Analysis: Partner with Support Leadership and Quality Assurance to identify "knowledge leaks" and create targeted interventions to fix them.
• The "Just-in-Time" Strategy: Move beyond long-form courses to create micro-learning and searchable knowledge assets that support agents in the flow of work.
• Data-Driven Iteration: Use LMS metrics, performance metrics and CSAT (Customer Satisfaction) data to measure the effectiveness of your programs and relentlessly optimize them.

Qualifications

Required:

• Experience: 3+ years in Instructional Design or Learning Experience Design, preferably within a SaaS or Customer Support enablement context.
• Portfolio: A demonstrated ability to create engaging digital content (we’ll want to see examples of your work!).
• Communication: Exceptional writing skills. You can explain a complex API integration as easily as you can write an empathetic email template.
• Problem-Solving: You don't just wait for a training request; you look at the data, see where agents are struggling, and propose a solution.
• Innovation: We hate "Death by PowerPoint." You’ll have the creative freedom to experiment with AI-driven learning, gamification, and video.