Learning Experience Designer

Wayfair LLC•Boston, MA

48d

About The Position

The Wayfair Global Sales & Service LXD team is seeking a motivated Learning Experience Designer to join our dynamic, fast-paced organization. In this role, you will be responsible for supporting the creation and execution of impactful training programs across all aspects of Customer Sales & Service. You will contribute to continuous learning efforts and measurable performance outcomes. You will thrive in an agile, change-driven environment, supporting customer service associates to rapidly understand new initiatives, processes, and business needs. This role is ideal for someone who is eager to develop hands-on design expertise and is passionate about learning to integrate AI and cutting-edge learning technologies into the LXD process.

Requirements

Minimum of 6 months in your current role.
In good standing with Talent Management (no active corrective action).
Recommendation from your current reporting manager.
Foundational experience in a call center learning and development environment is required.
Minimum of 1 year of experience supporting or executing self-directed learning content development.
Working proficiency in Articulate 360 for creating interactive, visually compelling modules.
Strong organizational skills and attention to detail, supported by foundational project management skills.
Foundational knowledge of ADDIE/SAM and adult learning theories.
Experience supporting the evaluation of training using frameworks such as Kirkpatrick.
Ability to manage multiple execution tasks and support solution delivery in a fast-moving, agile environment.
Foundational experience or strong aptitude for using Generative AI for creation of learning materials is required.

Nice To Haves

A degree or certification in Education, Learning & Development, or a related field.
WalkMe experience is preferred, with a focus on supporting the implementation of smart walkthroughs and proactive campaigns.
Familiarity with agile methodologies and product development cycles (ADDIE).
Experience with Learning Management Systems (LMS) administration, specifically, Axonify.

Responsibilities

Collaborate with senior LXDs, stakeholders, and subject matter experts (SMEs) across our global Service & Sales organization to identify and address core training needs.
Support the design and execution of learning solutions by applying foundational adult-learning principles and systematic instructional design methodologies.
Execute updates and minor development of content and curricula that directly support the competency models for each Service role.
Assist in content development projects using project-management tools. Working proficiency in Articulate 360 for creating interactive, highly engaging content is a core requirement.
Support the development of microlearning, videos, job aids, simulations, and assessments.
Execute dynamic Digital Adoption Assets using WalkMe for service support and proactive campaigns, driving change adoption.
Support the application of AI across the LXD process from content creation and assessment design to workflow automation ensuring scalable, future-ready learning solutions.
Apply these technologies to support high-impact change initiatives in an agile environment, contributing to measurable business value.
Work effectively with multicultural, virtual teams to support the delivery of consistent, high-quality solutions across regions.
Develop self directed microlearning to support operational changes.
Support the design and package of curricula within the LMS for specific verticals.
Execute WalkMe updates and new build-out requests under guidance.
Maintain ILT/VILT and self-paced training materials.
Assist in content audits of all program materials and ensure curriculum accuracy.
Execute routine curriculum maintenance for standing programs.
Participate in and support continuous improvement workstreams.
Collaborate with trainers, senior training managers, executive SMEs, and other LXDs to gather feedback and enhance programs.
Align with assigned business verticals.
Support the delivery on key change initiatives while meeting evolving business needs in a rapidly changing environment.