CX Learning Experience Designer

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 develo