CX Learning Experience Designer

Dialpad•Kitchener, ON

13h•CA$81,000 - CA$102,750•Hybrid

About The Position

Dialpad is the AI-native business communications platform that unifies calling, messaging, meetings, and contact center, powered by AI that understands every conversation in real time. Over 70,000 companies globally rely on Dialpad. The company is leading the shift to Agentic AI, redefining what a communications platform can do. Dialpad believes AI is integral to how teams do their best work, empowering employees to move faster, think bigger, and achieve more. They seek individuals who are intensely curious, hold themselves to a high bar, and embody core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Requirements

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.

Responsibilities

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.