Learning Experience Designer

PrePass • Phoenix, AZ

9h

About The Position

We’re seeking a Learning Experience Designer / Instructional Designer to help build and scale our customer education function. This role is responsible for supporting the development and delivery of a comprehensive, customer-facing training ecosystem that enables faster onboarding, stronger product adoption, and improved customer outcomes. This individual will contribute to the execution of customer education initiatives, including training content, self-service resources, and learning paths. They will partner closely with Product, Customer Success, Support, and Marketing to ensure customers have the knowledge and tools needed to succeed.

Requirements

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in instructional design, training, customer education, or a related field within a SaaS or technology environment.
• Experience developing customer-facing training materials, including documentation, guides, and self-service learning content.
• Working knowledge of instructional design principles and adult learning methodologies.
• Demonstrated ability to translate product functionality or technical concepts into clear, user-friendly content.
• Experience collaborating with cross-functional teams such as Product, Customer Success, Support, or Marketing.
• Familiarity with knowledge base platforms, LMS tools, or similar content management systems.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Strong written and verbal communication skills.

Nice To Haves

• Experience supporting customer onboarding or customer education programs.
• Familiarity with SaaS product environments or implementation workflows.
• Exposure to defining or contributing to learning paths or structured training programs.
• Experience using data or feedback to improve training effectiveness.
• Experience working in resource-constrained or developing program environments.

Responsibilities

• Define and support the execution of customer education efforts aligned to customer lifecycle stages.
• Assist in identifying customer personas and learning needs across segments.
• Contribute to establishing learning objectives, success metrics, and feedback loops.
• Ensure training initiatives support product adoption and reduce support dependency.
• Design and develop customer training materials, including videos, guides, documentation, and self-service resources.
• Translate product functionality into clear, accessible learning experiences.
• Support the organization and maintenance of a customer-facing help center or content repository.
• Partner with internal teams to ensure training content remains current as products and features evolve.
• Assist in building and organizing a centralized location for customer education content using existing tools.
• Support the development of structured learning paths tailored to different customer segments.
• Help maintain organization and usability of training content to support scalability.
• Partner with Support to identify recurring customer issues and training opportunities.
• Develop content to address common questions and reduce reliance on reactive support.
• Align training materials with help center resources to create a consistent customer experience.
• Collaborate with Customer Success and Implementation teams to support onboarding and post-launch training.
• Partner with Product to align training content with releases and feature updates.
• Work with Marketing and Support to ensure consistency across customer-facing materials.
• Identify opportunities to streamline and reuse content across teams.
• Support development of materials for live training sessions and webinars.
• Help standardize training content and delivery approaches.
• Contribute to expanding self-service training options over time.

Benefits

• Robust benefit package that includes medical, dental, and vision that start on date of hire.
• Paid Time Off, to include vacation, sick, holidays, and floating holidays.
• 401(k) plan with employer match.
• Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
• Tuition Reimbursement Program.
• Voluntary benefits, to include but not limited to Legal and Pet Discounts.
• Employee Assistance Program (available at no cost to you).
• Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
• Community Give-Back initiatives.
• Culture that focuses on employee development initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level