Why This Job is Featured on The SaaS Jobs
Customer-facing SaaS businesses live or die by how quickly support teams can absorb product changes and translate them into consistent customer outcomes. This CX Learning Experience Designer role sits at that junction, shaping how a Support organization operationalises knowledge across new hire onboarding, ongoing upskilling, and a customer education portal. The emphasis on accessibility and brand-aligned learning design also reflects a SaaS reality: training content is part of the product experience, not an internal afterthought.
From a SaaS career perspective, the role builds durable capability in systems thinking around enablement. Owning needs analysis, instructional design, and evaluation creates a repeatable loop for improving performance as products evolve. Hands-on administration of an LMS and reporting workflows adds practical experience with the tooling and measurement disciplines that mature SaaS teams rely on to scale learning without scaling headcount at the same rate.
This position best suits an L&D or instructional design professional who prefers outcomes over output and enjoys partnering with subject matter experts across functions. It also fits someone comfortable balancing creative content production with operational rigor, and who wants to deepen specialization in customer experience enablement within a product-led environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As a Support Learning Experience Designer (LXD), you will play a pivotal role in creating exceptional learning experiences that are crucial to the ongoing success of our CX team and Dialpad University (DPU). By leveraging your industry and product expertise, you will be responsible for executing the next iteration of our Support team's New Hire Training program, our “Upskilling” program, and smaller, individualized training solutions that address identified gaps and align with our organization's goals. You’ll also assist with course management and creation in our customer-facing university, integrating needs analysis, instructional design, evaluation models, accessibility, and brand design elements to create a seamless learning experience for Dialpad’s programs. You will use the LMS (Docebo) to track learner completion and comprehension, and to automate reports and notifications to keep stakeholders and learners informed of progress.
This role reports to the Manager, Customer Experience (CX) Learning, and will be based primarily in our Austin, TX office.
What you’ll do
- 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 theories to design learner-centric, outcome-focused training solutions.
- Integrate multimedia content and 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.
- 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.
- 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 teams cross-functionally to efficiently leverage resources and materials and eliminate potential duplications of work.
- 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 Education or a related field.
- 5+ years of 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., 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.
