Instructional Designer
Core
Design end-to-end training programs and learning journeys to prepare customer service agents for new product features, policy changes, and process rollouts.
Role type
Instructional Designer (CX Enablement)
Builds
Slides, facilitator guides, eLearning modules, job aids, simulations, videos, and walkthroughs for agent education.
Domain
Customer Experience (CX) / Learning & Development
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work -> product features (training content)
Required skills
Curriculum design, eLearning creation, visual storytelling, content structuring, scenario-based learning design, AI tool utilization for L&D automation, cross-functional collaboration
Preferred skills
Knowledge base management (Notion, Zendesk, Helpjuice), multilingual team support, startup environment experience
Technologies
Figma, Canva, Articulate Rise/Storyline, Google Slides, LMS platforms
Responsibilities
Design learning objectives and sequence content; break down complex product updates into engaging materials; create practical, scenario-based learning; partner with Product teams on upcoming releases; maintain content library consistency; improve content using learner feedback and operational data.
Seniority
Mid-level (2+ years required, 3+ preferred)
