Instructional Designer, Customer Education & Enablement

Required

• Design eLearning, microlearning, instructional videos, interactive activities, scenario-based exercises, job aids, and performance support materials, including product walkthroughs, feature tutorials, and short-form explainers.
• Apply adult learning principles to create learner-centered experiences, from objectives and storyboards to scripts and facilitator guides.
• Translate technical product concepts into clear, task-based content, and keep reusable templates and materials accurate and accessible.
• Design role-based learning paths for customer personas (brand marketers, agency teams, campaign managers, analysts, and admins), partners, and global employees, mapped to the outcomes customers buy us for.
• Build a certification program with assessments that measure real proficiency on platform workflows.
• Create onboarding curricula that plug into our outcome-based implementation model, plus scalable asynchronous learning and virtual and in-person workshops tailored to diverse roles and regions.
• Partner with Product, Product Marketing, Customer Success, Implementation, Support, and other SMEs to capture the nuances of the platform accurately, and work with Product Education to align training with documentation and releases.
• Turn recurring support ticket themes into learning, embed education into onboarding milestones, and design in-app guidance with Product and our digital adoption tools.
• Use generative AI across the design lifecycle, from needs analysis and scripting to video production, assessment generation, and localization, with clear quality standards for human review, accuracy, and accessibility.
• Build a modular, reusable content system that works for both people and AI, so support bots, agent copilots, and AI tutors can retrieve it accurately and education ships alongside product releases.
• Develop, publish, and maintain learning content in our LMS (Sana).
• Use product usage and support data to find where customers struggle, then design learning to close those gaps.