Learning Experience Designer

About The Role

We're seeking a Learning Experience Designer / Instructional Designer to help build and scale our customer education function. This role is responsible for supporting the development and delivery of a comprehensive, customer-facing training ecosystem that enables faster onboarding, stronger product adoption, and improved customer outcomes. This individual will contribute to the execution of customer education initiatives, including training content, self-service resources, and learning paths. They will partner closely with Product, Customer Success, Support, and Marketing to ensure customers have the knowledge and tools needed to succeed.

Essential Responsibilities

• Define and support the execution of customer education efforts aligned to customer lifecycle stages
• Aid in identifying customer personas and learning needs across segments
• Contribute to establishing learning objectives, success metrics, and feedback loops
• Ensure training initiatives support product adoption and reduce support dependency
• Design and develop customer training materials, including videos, guides, documentation, and self-service resources
• Translate product functionality into clear, accessible learning experiences
• Support the organization and maintenance of a customer-facing help center or content repository
• Partner with internal teams to ensure training content remains current as products and features evolve
• Assist in building and organizing a centralized location for customer education content using existing tools
• Support the development of structured learning paths tailored to different customer segments
• Help maintain organization and usability of training content to support scalability
• Support and Knowledge Enablement
• Partner with Support to identify recurring customer issues and training opportunities
• Develop content to address common questions and reduce reliance on reactive support
• Align training materials with help center resources to create a consistent customer experience
• Cross-Functional Collaboration
• Collaborate with Customer Success and Implementation teams to support onboarding and post-launch training
• Partner with Product to align training content with releases and feature updates
• Work with Marketing and Support to ensure consistency across customer-facing materials
• Identify opportunities to streamline and reuse content across teams

Requirements

• Bachelor's degree or equivalent experience
• 3+ years of experience in instructional design, training, customer education, or a related field within a SaaS or technology environment
• Experience developing customer-facing training materials, including documentation, guides, and self-service learning content
• Working knowledge of instructional design principles and adult learning methodologies
• Demonstrated ability to translate product functionality or technical concepts into clear, user-friendly content
• Experience collaborating with cross-functional teams such as Product, Customer Success, Support, or Marketing
• Familiarity with knowledge base platforms, LMS tools, or similar content management systems
• Proven ability to manage multiple projects and priorities in a fast-paced environment
• Strong written and verbal communication skills

Desired Characteristics

• Detail-oriented with strong execution skills
• Comfortable working in evolving or ambiguous environments
• Customer-focused mindset with a passion for education and enablement
• Collaborative and adaptable approach to working across teams
• High ownership, accountability, and bias toward action