Senior Learning Experience Designer

2 weeks, 6 days ago
Full-time
Senior
Education and Training
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Design and develop learning programs for onboarding, product launches, soft skills, and technical troubleshooting.
  • Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools.
  • Partner with Support Leadership and Quality Assurance to identify knowledge gaps and create targeted interventions.
  • Create micro-learning and searchable knowledge assets that support agents can use in the flow of work.
  • Use LMS metrics, performance metrics, and CSAT data to measure program effectiveness and improve learning content.
  • Translate technical product information into engaging, human-centered learning narratives.
  • Adapt learning materials quickly when product features or launch plans change.
  • Experiment with AI-driven learning, gamification, and video to improve training experiences.

Requirements

  • 3+ years of experience in Instructional Design or Learning Experience Design, preferably in a SaaS or customer support enablement context.
  • A portfolio demonstrating the ability to create engaging digital learning content.
  • Exceptional writing skills with the ability to explain complex technical concepts clearly.
  • Strong problem-solving ability and a data-driven approach to identifying training needs.
  • Experience with instructional design frameworks such as ADDIE, SAM, or Backward Design and adult learning principles.
  • Proficiency with Articulate 360 (Storyline/Rise), Adobe Creative Cloud, and Cornerstone.
  • Ability to pivot quickly when priorities or product details change close to launch.
  • Background in or strong appreciation for the frontline support experience (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Ample parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Remote role based in Ontario, British Columbia, or Alberta, Canada.
  • Approximately 10-15% travel for in-person collaboration.
  • Opportunities to support volunteering and donation efforts through Twilio community programs.

Interested in this position?

Apply directly on the company website

Apply Now

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