Learning Experience Designer

Gong.io•Chicago, NY

About The Position

As a Learning Experience Designer within Gong’s Professional Services organization, you will design learning experiences and build the AI-driven systems behind them to help enterprise customers adopt Gong and achieve business results. You will join the Learning Design team in Education Services, part of Adoption Services, and serve as the 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 foundational education. You will build on an existing tailored training architecture and Gong’s Outcome Delivery System, developing workflows and capabilities as the program grows. The role combines learning design, AI workflow development, and enterprise customer education. You will establish intake and review processes, build AI-supported content workflows and reusable systems, create tailored learning materials and premium offerings, and use learner feedback, product usage, and customer signals to guide content decisions. Occasional travel is expected.

Requirements

At least 4 years of experience in instructional design, learning experience design, or customer education; B2B SaaS experience is preferred.
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 select appropriate approaches.
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workflows, automations, or agents that support the learning design process, such as tracking product changes, flagging outdated content, and drafting updates for review; experience limited to generating content is not sufficient.
Ability to demonstrate what you built, what worked, and how you checked the output; work, personal projects, and experimentation count.
Systems thinking and ability to design 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 to keep processes, content, and programs aligned across Professional Services and Product.
Builder mentality and comfort being the first in a role and creating structure where none exists.
Curiosity and drive to lead what comes next, including active engagement with customer education and instructional design communities and ongoing experimentation with AI in 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.
Experience in B2B SaaS.

Responsibilities

Serve as the shared learning design resource for Education Services, Managed Services, Consulting, Advisory, and Partner Delivery.
Run a single 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 templated, AI-ready content types, a shared product and process knowledge base, and reusable skills and prompts that capture recurring design decisions.
Build AI agents or automations that identify content needing updates as the product changes and draft proposed changes for review.
Set standards for where AI drafts and where people own the work, including review standards for accuracy, accessibility, and quality.
Monitor and improve AI agents and workflows, incorporating review decisions to reduce manual upkeep.
Design and build tailored training assets, enablement kits, job aids, eLearning, video, and workshop materials for large enterprise 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 partner with Services to package work into paid learning offerings and scope it into Statements of Work.
Develop a repeatable, scalable way to deliver custom engagements so customers receive needed assets quickly.
Use learner feedback, product usage, and customer signals to decide what learning content to build, update, or retire.
Travel occasionally.