Learning & Performance Designer

Job Summary

To enhance customer experience training, the full-time Learning & Performance Designer will define learning strategies, develop multi-modal training solutions, and collaborate with cross-functional teams, all while working remotely.

Key responsibilities

• Define and own the learning strategy and curriculum architecture for CX training programs, ensuring alignment with organizational goals
• Design and develop complex training solutions, including online courses and instructor-led sessions, to address performance gaps across the CX organization
• Lead the strategic needs analysis process, integrating data to anticipate training needs and propose proactive learning investments

Required qualifications

• 8+ years of instructional design or learning development experience in a customer service or technical support environment
• Bachelor's degree in Instructional Design, Learning & Development, Education, or equivalent experience
• Proven track record of leading complex, multi-stakeholder learning projects from needs analysis through evaluation
• Expertise in instructional design methodology, including adult learning principles and performance-based design
• Advanced proficiency with multimedia authoring tools such as Articulate 360 or Captivate