Learning Experience Designer, Learning Excellence and Development (LEAD)

About the role

The LEAD (Learning Excellence and Development) team, sitting within Returns Operations Excellence (ROE) in Worldwide Returns & ReCommerce (WWRR), is seeking a passionate, detail-oriented, and results-driven Learning Experience Designer (LXD) to own and deliver high-quality virtual learning solutions for our operational workforce across the Relo Network.

Responsibilities

• Carry end-to-end programmatic ownership of assigned learning programs and training modalities within the Relo Network — from needs analysis through delivery, measurement, and continuous iteration
• Manage program scope, milestones, and stakeholder communication for all owned programs; drive timely decisions and clear blockers proactively
• Own the program roadmap for assigned learning initiatives; sequence work based on business impact and resource constraints
• Provide regular written program status updates to LEAD leadership; write clear standard work for LXD processes and maintain accurate documentation across all owned programs and modalities
• Contribute to OP planning inputs for owned programs as required
• Own the design, build, and ongoing management of assigned training modalities within the Relo Network — including in-app training, in-app coaching and refresh experiences, Kindle integrated training, and self-directed learnings
• Design and build Umbrella-compatible training content; identify and implement opportunities to expand Umbrella's training capabilities as new modalities are introduced into the network
• Lead discussions with Program Managers to design and implement automated training solutions; translate complex technical requirements into accessible, effective learning experiences for non-expert audiences
• Manage and implement translation expansion efforts across the network, leveraging available tools and AI to increase language availability at scale
• Partner with technical stakeholders and Program Managers in the analysis, build, pilot, launch, maintenance, and versioning process for new learning products and modalities
• Absorb complex technical and operational information quickly; explain it simply and accurately to non-expert learner audiences
• Conduct complex needs analyses to define business problems, learning objectives, and solution approaches that may not be pre-defined at the outset
• Design and develop virtual, asynchronous learning solutions — including eLearning modules built in Articulate 360, performance support tools, knowledge checks, and job aids — that meet LEAD's publication bar and drive observable behavioral change
• Apply adult learning principles and instructional design best practices throughout the design and development process
• Leverage rapid, agile, and iterative development techniques to create and update content in a fast-paced, frequently changing operational environment
• Lead the QA and review process for all learning solutions you own; recommend improvements to design standards as needed
• Collaborate with operations leaders, subject matter experts, and cross-functional partners to ensure content is accurate, relevant, and operationally grounded
• Build durable, scalable solutions that integrate into WWRR's existing approach to learning and can adapt as the organization evolves
• Leverage AI capabilities to accelerate content development, improve iteration speed, and deliver higher-quality learning solutions; evaluate AI output critically and maintain the publication bar regardless of how content is produced
• Own the configuration and ongoing maintenance of assigned learning programs within Umbrella, including curriculum architecture, dynamic assignment rules, and learner enrollment management
• Perform regular monitoring of active learning assignments to ensure content is accessible, assignments are triggering correctly, and learner records are accurate
• Build and maintain reporting mechanisms that surface learning completion, compliance, and performance data to LEAD and client team leadership
• Diagnose, triage, and resolve LMS issues — including broken assignments, inaccessible content, and enrollment errors — with urgency and minimal escalation
• Maintain clear documentation of platform configurations, curriculum architecture, and known issues to enable continuity
• Regularly review completion data, assessment performance, and learner feedback to identify opportunities to improve content quality and platform effectiveness
• Proactively flag content gaps, platform risks, and emerging learner needs to LEAD leadership before they become operational issues
• Conduct site visits to observe operational workflows firsthand, ensuring learning solutions reflect the real environment of the workforce being trained
• Partner with LEAD to ensure learning solutions are consistent with WWRR-wide standards and best practices
• Contribute to LEAD team initiatives, content standards, and quality assurance processes
• Share best practices with peers and contribute to the continuous improvement of the LEAD team's design and development approach

Qualifications

• 5+ years of learning design, learning science, instructional design, educational psychology, or similar field experience
• Proficiency in Articulate 360, including experience building virtual, asynchronous learning content that meets a defined quality bar
• Working knowledge of Umbrella as a learning management system, including in-app training capabilities and automated training workflows
• Experience administering a learning management system (LMS), including curriculum configuration, dynamic assignments, learner enrollment, and reporting
• Proven ability to conduct needs analyses, define learning objectives, and develop end-to-end learning solutions independently
• Ability to absorb complex technical information quickly and translate it into clear, accessible learning experiences for non-expert audiences
• Ability to manage multiple projects simultaneously with strong attention to detail, clear milestone management, and the ability to deliver results with minimal supervision
• Excellent written and verbal communication skills, including the ability to lead discussions with Program Managers and technical stakeholders to design learning solutions
• Ability to translate complex operational processes into clear, engaging digital learning experiences for frontline associate and leader audiences
• Experience diagnosing and resolving LMS or content issues independently
• Ability to travel up to 50% of the time depending on business needs
• Bachelor's degree in Instructional Design, Educational Technology, Communications, Organizational Development, or a related field