Responsibilities
- Collaborate closely with product, frontline staff, other designers, and teams across the org to identify how to enable customers more effectively
- Develop a keen understanding of learning needs throughout the customer journey and tailor deliverables to those roles and use cases
- Design and build enablement materials, which include but are not limited to live training, on-demand video and written content, on-the-job resources, and other dynamic or interactive experiences
- Work closely with training delivery instructors to build content and ensure effective handover for new material
- Measure the success of enablement initiatives through assessment, customer data, and other inputs
- Own and maintain a library of enablement materials on an ongoing basis as the product evolves
Requirements
- 3+ years experience in Learning Experience Design or related field, preferably in a SaaS company focused on customer-specific enablement
- Proven understanding of agile development, ability to test and iterate based on customer experience, especially in a fast-paced environment with changing priorities
- Proficiency with learning management systems (e.g., Thought Industries, Docebo) and authoring tools (e.g., Articulate 360, Rise, Captivate)
- Strong empathy and desire to understand customer needs and goals; ability to engage with data, customers, and SMEs
- Ability to effectively communicate technical information in a relevant, accessible way
- Skilled at building relationships with SMEs and cross-functional stakeholders
- Applied knowledge of learning theory, psychology, customer communication, or related field
- Demonstrated ability in visual design and video editing
- HTML and CSS proficiency preferred
