Senior Learning Experience Designer
WFA Digital Insight
As demand for skilled learning experience designers grows, with a 25% increase in remote job postings in the last year, Twilio's commitment to remote-first work and dedication to innovative solutions makes this role particularly appealing. With the rise of digital skills training, candidates with experience in instructional design and a passion for creating engaging content are in high demand. Before applying, candidates should be prepared to showcase their portfolio and highlight their ability to architect learning journeys that drive results.
Job Description
About the Role
The Senior Learning Experience Designer will play a key role in Twilio's Support Enablement team, responsible for designing and developing high-impact learning programs that drive technical proficiency and customer satisfaction. As a Senior Learning Experience Designer, you will be working closely with the Support Leadership and Quality Assurance teams to identify knowledge gaps and create targeted interventions to address them. You will be responsible for creating interactive e-learning modules, video tutorials, and simulations that support agents in their daily work.Twilio's commitment to remote-first work means that you will be working in a dynamic and flexible environment, with a team that is passionate about delivering innovative solutions. You will have the opportunity to work on a wide range of projects, from onboarding programs to product launches, and will be expected to bring your expertise and creativity to the table.
The Support Enablement team is the engine that keeps Twilio's global support organization sharp, empathetic, and technically proficient. As a Senior Learning Experience Designer, you will be an integral part of this team, working to ensure that agents have the right knowledge and skills to deliver exceptional customer experiences.
What You Will Do
- Design and develop high-impact learning programs, including onboarding, product launches, and technical troubleshooting
- Create interactive e-learning modules, video tutorials, and simulations using modern authoring tools
- Conduct gap analysis to identify knowledge leaks and create targeted interventions to address them
- Develop micro-learning and searchable knowledge assets to support agents in the flow of work
- Use LMS metrics, performance metrics, and CSAT data to measure the effectiveness of learning programs and optimize them
- Partner with Support Leadership and Quality Assurance to identify areas for improvement and develop solutions
- Create engaging digital content, including graphics, animations, and videos
- Collaborate with subject matter experts to develop curriculum and learning materials
- Stay up-to-date with industry trends and best practices in learning experience design
What We Are Looking For
- 3+ years of experience in Instructional Design or Learning Experience Design, preferably in a SaaS or Customer Support enablement context
- A demonstrated ability to create engaging digital content, with a portfolio that showcases your work
- Exceptional writing and communication skills, with the ability to explain complex technical concepts in a clear and concise manner
- Strong problem-solving skills, with the ability to analyze data and identify areas for improvement
- Experience with modern authoring tools, such as Articulate Storyline or Adobe Captivate
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Ability to work in a fast-paced environment and adapt to changing priorities
Nice to Have
- Experience with AI-powered learning tools and platforms
- Knowledge of customer support operations and processes
- Familiarity with agile development methodologies
- Experience with data analysis and metrics-driven decision making
- Certification in Instructional Design or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and innovative company
- Flexible and remote work environment
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Collaborative and supportive team environment
- Comprehensive health and wellness benefits
- Generous PTO and vacation policy
- Remote work stipend and home office setup allowance
How to Stand Out
- Make sure to tailor your resume and cover letter to the specific requirements of the job, highlighting your experience with instructional design and learning experience development
- Be prepared to showcase your portfolio and provide examples of your work, including any interactive e-learning modules or simulations you have created
- Emphasize your ability to analyze data and identify areas for improvement, as well as your experience with modern authoring tools
- Practice your communication and problem-solving skills, as these will be key in the interview process
- Research Twilio's company culture and values, and be prepared to discuss how your own values and work style align with theirs
- Consider reaching out to current or former employees to get a better sense of the company culture and what it's like to work as a Senior Learning Experience Designer at Twilio
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