We are seeking a highly motivated and creative Instructional Designer to join our dynamic CX Enablement team. In this pivotal role, you will be instrumental in designing, developing, and delivering engaging and impactful learning experiences that empower our Customer Experience (CX) teams to excel. You will leverage cutting-edge tools and innovative approaches to create content, communications, and learning solutions that drive performance, enhance knowledge, and foster a culture of continuous improvement.

What You'll Do:

• Design and Develop Learning Solutions: Partner with CX leaders and subject matter experts to identify learning needs and design comprehensive instructional strategies. Develop a variety of learning solutions including e-learning modules, blended learning programs, job aids, quick reference guides, presentations, and communication materials.
• Content Creation and Curation: Create compelling and audience-appropriate content for learning programs, internal communications, and enablement materials. Curate existing resources to ensure accuracy, relevance, and accessibility.
• Leverage Innovative Tools: Utilize a range of digital tools to develop high-quality and interactive learning experiences. This includes:
  • Google Suite (Docs, Slides, Sheets, Sites): For collaborative content creation, documentation, and communication.
  • Google AI (Gemini, Vids, NotebookLM etc.): To explore innovative approaches to content generation, personalized learning paths, and knowledge retrieval.
  • Adobe Express: For creating engaging visuals, graphics, and short videos to enhance learning materials.
  • Sana Labs: To design and deliver adaptive and personalized learning experiences.
  • Articulate Rise: For developing interactive and responsive e-learning courses.
• Communication Strategy and Execution: Develop and execute communication plans to ensure effective rollout and adoption of learning initiatives and enablement resources.
• Measure and Evaluate Impact: Collaborate with the team to define success metrics, evaluate the effectiveness of learning programs, and continuously iterate based on feedback and data.
• Collaborate and Partner: Work closely with different areas of the CX Enablement team, including CX Enablement Business Partners.

What You'll Bring:

• Bachelor's degree or equivalent experience (3-5+ years) in Instructional Design, Adult Education, Communications, or a related field.
• Proven experience in designing and developing engaging e-learning courses using Articulate Rise.
• Strong proficiency with Google Suite (Docs, Slides, Sheets, Sites).
• Demonstrated ability to create visually appealing content using tools like Adobe Express.
• A strong understanding of adult learning principles, instructional design methodologies (ADDIE, SAM), and learning technologies.
• Excellent written and verbal communication skills with a keen eye for detail and accuracy.
• Ability to translate complex information into clear, concise, and engaging learning content.
• Strong project management skills with the ability to manage multiple priorities and meet deadlines.
• A curious mindset and a passion for exploring and leveraging new technologies, including familiarity with Google AI capabilities for learning and enablement.
• Experience with or a strong interest in learning platforms like Sana Labs for adaptive learning.
• A collaborative spirit and the ability to work effectively in a team environment.
• Experience in CX or customer service enablement is a plus.