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CX Learning Experience Designer

Austin, US

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team 

Dialpad’s Customer Experience Enablement Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and exceeding expectations. 

Focused on product adoption, user education, and customer experience, Dialpad’s CX Learning & Enablement Team designs and manages our Customer Support and Professional Services learning programs. By creating clear, concise learning pathways, the team empowers Dialers to deliver exceptional support experiences, drive self-service, and contributes to positive CSAT scores.  

In this role, you’ll incorporate technical writing, UX research, accessibility standards, and brand design elements to create a frictionless, self-serve experience across Dialpad University.

This team collaborates closely with product managers, engineers, designers, and the Customer Experience teams.

Your role

The full-time CX Learning Experience Designer position is focused on driving the success of Dialpad’s Customer Training content (Dialpad University) through the creation of engaging, self-serve onboarding and product training materials. You will use your skills in instructional design, video creation & editing, and LMS maintenance to create engaging multimedia learning content to educate and support Dialpad customers. You will work with branding teams, gather requirements, create storyboards and prototypes, gather feedback, and develop multimedia assets. In this position, you will also become an expert on Dialpad products.

What you’ll do 

You will play a pivotal part in creating exceptional learning experiences that engage and empower our customers. By leveraging both your industry and product expertise, you will be responsible for executing on the development of a comprehensive customer training program that aligns with our organization's goals and empowers our customers to realize the value of Dialpad Ai.

Instructional/Multimedia Design:

  • Analyze learning needs and objectives to design effective and results-driven learning experiences.
  • Create engaging, interactive, and accessible (WCAG 2.0/508) multimedia and instructional learning content, including course outlines, learning activities, assessments, videos,  infographics, and other learning formats.
  • Apply adult learning principles and learning theories to design learner-centric and outcome-focused training solutions.
  • Integrate multimedia content, instructional materials, with LMS capabilities to create cohesive and engaging online learning experiences.
  • Incorporate various delivery methods such as e-learning, video, microlearning, and gamification in the learning experience design.
  • Continuously improve learning experiences based on feedback, evaluation data, and industry trends.
  • Collaborate with cross-functional teams, including subject matter experts, content developers, and IT support, to ensure seamless execution of learning initiatives and transform complex concepts into visually appealing and easily digestible learning materials.

Learning Management System (LMS) Administration:

  • Oversee the management and administration of the organization's Learning Management System (LMS).
  • Maintain and update course content within the LMS, ensuring accuracy and relevance.
  • Monitor learner progress, generate reports, and analyze data to evaluate the effectiveness of learning experiences.
  • Troubleshoot technical issues related to the LMS and provide timely support to learners and stakeholders.

Product Mastery/ Professional Development:

  • Become a subject matter expert on our products, staying updated on the latest features, updates, and enhancements.
  • Demonstrate a deep understanding of our products' capabilities, use cases, and competitive advantages.
  • Collaborate with product teams to provide insights on learner feedback and contribute to product improvement based on training outcomes.
  • Stay up-to-date with the latest trends and advancements in learning technologies, multimedia development, instructional design methodologies, and LMS administration.
  • Share knowledge and best practices with the team to foster a culture of continuous learning and improvement.

Skills you’ll bring

  • Bachelor's or Master's degree in the field of Education, or a related field.
  • 5+ years proven experience in building training, multimedia development/video creation & editing, instructional design, and LMS administration, preferably in a SaaS customer-facing setting.
  • Proficiency in multimedia authoring tools (e.g., Adobe Creative Suite, Articulate 360, Camtasia) and Learning Management Systems.
  • Strong understanding of adult learning principles, instructional design models, and learning technologies.
  • Excellent project management and organizational skills, with the ability to handle multiple projects simultaneously.
  • Solid analytical and problem-solving abilities, with a focus on data-driven decision-making.
  • Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

Who you are

As an Instructional Designer, you are passionate about creating engaging, learner-centered experiences that drive both knowledge retention and real-world application. You have a deep understanding of adult learning principles, instructional design methodologies (ADDIE, or SAM), and how to leverage technology to create impactful learning solutions. With a keen eye for detail, you can translate complex concepts into clear, accessible content that resonates with diverse audiences.

You thrive in collaborative environments, working closely with subject matter experts, stakeholders, and the product team to ensure training objectives are met and content accuracy. Your creativity and adaptability allow you to experiment with a variety of  delivery formats that cater to different learning styles; formats such as  eLearning modules, instructor-led training, blended solutions, or microlearning.

You are committed to continuous improvement, always seeking ways to evaluate the effectiveness of your designs and make data-driven decisions for future iterations. Your strong communication skills and ability to manage multiple projects ensure you can deliver high-quality learning experiences on time and within project scope. Above all, you are driven by a desire to empower learners to achieve their full potential, contributing to the growth and success of the organization.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year. 

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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