Senior Instructional Designer, Customer Education

Harvey•San Francisco, CA

About The Position

Harvey is looking for a Senior Instructional Designer to join our Customer Education team. Reporting to our Lead Customer Education Strategist, you will design and build the educational content and courses that power Harvey Academy — our customer-facing learning platform. You will own development of courses, videos, interactive modules, and written resources from concept through delivery, applying adult learning principles and deep instructional design expertise to make Harvey’s AI-powered platform accessible to diverse customer audiences. This is an ideal role for an experienced instructional designer who combines creative problem-solving with strong production skills and is passionate about crafting exceptional educational experiences.

Requirements

5+ years of experience in instructional design or educational content development for technical SaaS products.
Proven experience in video production, including scripting, filming, and editing high-quality educational content.
Strong writing skills with experience creating training materials across a range of formats.
Deep familiarity with adult learning theories, instructional design frameworks (e.g., ADDIE, SAM), and microlearning principles, with proficiency in needs analysis, learner assessments, and content metrics.
Active use of AI tools (e.g., ChatGPT, Claude, Gemini) to accelerate content creation, scripting, and research; comfort integrating AI into day-to-day instructional design workflows.
Hands-on experience with LMS platforms and e-learning authoring tools (e.g., Skilljar, Docebo, Articulate 360, Camtasia, Synthesia).
Ability to create educational content for both technical and non-technical audiences, with a working understanding of APIs and technical concepts.
Strong execution skills with attention to detail and ability to work independently within strategic direction.
Excellent communication and collaboration skills, with experience working cross-functionally across Product, Engineering, and User Operations.
A portfolio demonstrating a range of instructional content, including video, interactive modules, and written materials.

Nice To Haves

Experience creating educational content for regulated industries such as legal, financial services, or healthcare.
A degree in Instructional Design, Educational Technology, Learning Sciences, or a related field.

Responsibilities

Translate content plans from the Lead Customer Education Strategist into polished, outcome-based courses and learning paths for Harvey Academy, spanning e-learning modules, instructional videos, interactive exercises, and one-pagers.
Design detailed storyboards, scripts, and course outlines that translate complex technical product concepts into clear, accessible learning experiences for diverse audiences.
Produce high-quality instructional videos end-to-end, from scripting and storyboarding through filming and editing, and collaborate with the Video Content Creator to ensure consistency in tone, narrative, and pedagogy.
Partner with the Learning Designer to align on content standards, divide workload across the Academy curriculum, and maintain a consistent learner experience.
Apply adult learning principles, UX-for-learning best practices, and instructional design frameworks to maximize clarity, engagement, and knowledge retention across all content.
Help maintain and organize Harvey Academy’s learning platform, including updating courses, ensuring content accuracy, and managing learning path updates tied to new product features and release cycles.
Collaborate with Product, Engineering, and User Operations teams to stay current on product capabilities and translate technical features into accessible learning materials.
Analyze learner feedback and content analytics to refine course effectiveness, identify content gaps, and continuously improve the learner experience.
Maintain and improve Harvey’s content systems — applying existing templates and standards while surfacing opportunities to streamline and strengthen them.
Support broader customer education initiatives that strengthen Harvey’s self-serve learning ecosystem and contribute creative ideas to elevate the overall program.