Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Customer experience enablement is a distinct discipline in SaaS, sitting between product complexity, support operations, and customer education. This Learning Experience Designer role is notable because it spans both internal CX readiness and a customer-facing university, reflecting how SaaS companies increasingly treat learning as part of the product experience, not just an HR function. The emphasis on structured programs like new hire training and upskilling signals a mature approach to operationalising knowledge in a support environment.
From a SaaS career perspective, the work builds durable skills in designing training that can keep pace with frequent releases, evolving workflows, and shifting customer needs. Hands-on ownership of an LMS and reporting also creates exposure to measurement, iteration, and stakeholder alignment, which are central to scaling enablement in subscription businesses. Experience translating product and process detail into accessible learning assets tends to transfer well across SaaS functions that rely on adoption and retention.
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 either our Austin, Texas or Kitchener, Ontario 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.
