Learning Experience Designer

Gong.io•Salt Lake City, UT

1d•$91,000 - $132,000

About The Position

As a Learning Experience Designer within Gong’s Professional Services organization, you will design learning experiences and build the AI-driven system behind them to help enterprise customers adopt Gong and achieve business results. You will be part of the Learning Design team in Education Services, within Adoption Services, and serve as a shared learning design resource for Professional Services. You will work closely with Gong Academy, Help Center, and In App Guidance, focusing on deeper, tailored, premium learning for enterprise customers beyond the basics. This builder role is for a learning designer with experience using AI tools who is eager to deepen that experience and shape how AI improves customer learning. You will build on an existing tailored training architecture and Gong’s Outcome Delivery System, developing the workflows and capabilities needed as the program grows.

Requirements

At least 4 years of experience in instructional design, learning experience design, or customer education, ideally in B2B SaaS.
A portfolio of learning experiences designed for adult learners, with evidence of the results they produced.
Strong grounding in instructional design frameworks, including adult learning theory, performance analysis models, design models, and evaluation models, and the judgment to choose when to apply them.
Experience designing accessible learning content.
Strong project and program management skills, including prioritizing and scoping requests and building program processes and frameworks.
Experience connecting learning data to product usage or business outcomes.
Hands-on experience building LLM workflows, automations, or agents that support the full learning design process, not just content generation; examples may come from work, personal projects, or experimentation, and candidates should be able to explain what they built, what worked, and how they checked the output.
Systems thinking, including designing content as modular, reusable components with consistent structure and metadata.
Experience with course authoring tools, LMS platforms, and video.
Consultative communication skills, including working with subject matter experts, pushing back with evidence, and explaining approaches to senior stakeholders.
Strong cross-team collaboration skills to keep processes, content, and programs aligned across Professional Services and Product.
A builder mentality and comfort being the first in a role and creating structure where none exists.
Curiosity and drive to lead what comes next, with active engagement in the customer education and instructional design community and continued experimentation with AI and learning systems.
Willingness to travel occasionally.

Nice To Haves

Experience building AI agents or automations.
Experience running or building certification programs.
Experience creating paid learning offerings.
Experience scoping Statements of Work.
Experience working with revenue teams.

Responsibilities

Serve as the shared learning design resource for Education Services, Managed Services, Consulting, Advisory, and Partner Delivery.
Run a unified intake and prioritization process for learning design requests across Professional Services.
Create and maintain an instructional design rubric for reviewing customer-facing assets before publication.
Partner with Gong Academy, Help Center, and In App Guidance on release readiness so customer content stays current with product releases.
Manage multiple projects and programs from scoping through launch, maintaining clear timelines and stakeholder updates.
Design and operate an AI-orchestrated workflow that moves content from intake through outline, draft, subject matter expert review, and publication.
Build the supporting AI content system, including templated AI-ready content types, a shared product and process knowledge base, and reusable skills and prompts.
Build AI agents or automations that identify content needing updates as the product changes and draft changes for review.
Determine which work AI drafts and which work people own, and establish standards for accuracy, accessibility, and quality.
Monitor and improve AI agents and workflows, using review decisions to reduce manual upkeep over time.
Design and build tailored training assets, enablement kits, job aids, eLearning, video, and workshop materials for Education Services engagements with Gong’s largest customers.
Partner with Academy to define the boundary between scaled education and premium education, and design premium offerings such as certifications and paid Academy content.
Scope and build custom learning content for paid Professional Services engagements, and help package it into paid learning offerings scoped in Statements of Work.
Develop a repeatable, scalable approach to custom engagements so customers can receive needed assets quickly.
Use learner feedback, product usage, and customer signals to determine what learning content to build, update, or retire.