Instructional Designer

This role is responsible for designing, developing, and maintaining engaging, impactful training content for our phenomenal Customer Facing (CX) organization. You'll partner with CX Leadership, the CX Trainer, and other stakeholders to keep the training curriculum relevant and accurate, incorporating feedback and performance data as the program evolves. You'll also help shape how our team uses AI tools to design and produce learning content more quickly and effectively, without sacrificing quality or instructional rigor. What You'll Do Define learning objectives based on requirements, using sound instructional design expertise Develop new learning curriculum and courseware using blended learning solutions Collaborate with cross-functional teams, the CX Trainer, and CX Leadership to determine and build appropriate training solutions, materials, and media Support a variety of L&D programs, including new hire onboarding and ad-hoc training materials as needed for various departments In collaboration with the CX Trainer, maintain the Learning Management System and content system Evaluate curricula and stay current on teaching best practices to ensure an optimal learner experience Attend and/or observe training sessions to reinforce adoption of best practices and identify areas for improvement Build a strong foundation of product and process knowledge by reviewing key materials—such as PRDs, Figma designs, and UX flows to guide the creation of highly relevant, accurate, and impactful content for our users Use generative AI tools throughout the design process (drafting scripts and outlines, prototyping, generating assessment questions, producing voiceover/video assets) while applying strong editorial judgment to fact-check, edit, and align AI-assisted output with brand voice and instructional standards Evaluate new AI and learning technology tools as they emerge, recommending ones that could improve content quality, production speed, or learner experience Ensure content is accessible and inclusive, following accessibility standards (e.g., WCAG/508) where applicable Stay current on emerging trends and technologies in learning solutions development and instructional design Maintain core assets to ensure they stay up to date What You'll Need - Required 2+ years of experience in a role similar to an instructional designer, with outcomes in digital media production, instructional materials, course design, curriculum design, and/or eLearning Experience with Learning Management Systems and proficiency with standard e-learning tools such as Articulate Storyline 360 and Adobe Creative Cloud Deep knowledge of instructional design standards and learning principles Excellent writing skills and a creative approach to design Strong attention to detail, including editing and proofreading Hands-on experience using generative AI platforms (e.g., ChatGPT, Claude, Gemini, or similar) to draft scripts, build outlines, generate assessments, and rapidly create functional prototypes, along with the judgment to critically evaluate, fact-check, and refine AI-generated output Comfort adapting workflows as AI and learning tools evolve, with a mindset of continuous experimentation and learning Ability to match effective learning methodologies to specific training needs Basic understanding of learning analytics/metrics and how to use data to inform design decisions Excellent interpersonal skills Ability to adapt style and creative direction based on team feedback An innovative, creative self-starter who takes initiative and owns end-to-end deliverables in a fast-paced environment with shifting requirements Ability to reprioritize based on business needs and manage multiple concurrent projects Bachelor's degree or equivalent experience This role uses generative AI as a core part of the design workflow. You'll be expected to: Draft scripts, storyboards, and course outlines from raw source material (PRDs, meeting notes, SME interviews) using tools like ChatGPT, Claude, or Gemini Rapidly prototype course concepts and interactive elements to test structure and flow with stakeholders before full production Generate first-pass assessment questions, knowledge checks, and scenario-based practice exercises, then validate them for accuracy and alignment with learning objectives Use AI-assisted voiceover, video, avatar, or image-generation tools to speed up multimedia production, where available Write and refine prompts iteratively to get consistent, higher-quality output (basic prompt engineering) Apply strong editorial judgment to fact-check, edit, and refine all AI-generated output — AI drafts the starting point, but final accuracy, tone, and instructional soundness are the designer's responsibility Pilot and evaluate new AI or learning-technology tools as they emerge, and recommend adoption where they improve speed, quality, or learner experience Adapt workflows as AI capabilities and tools change, with a mindset of continuous experimentation and learning Nice to Have Mastery of foundational frameworks like the ADDIE Model, SAM, and/or other adult learning theories Experience with Salesforce, Guru, Jira, and Confluence Experience with AI-assisted video, audio, or avatar-generation tools (e.g., Synthesia, ElevenLabs, HeyGen) or AI-enhanced authoring tools Basic prompt engineering skills for consistently generating high-quality AI outputs Experience with project management tools for tracking L&D deliverables Experience in lending/banking We're proud to be an equal-opportunity workplace, because we know diverse teams produce the best work. We're committed to building a culture of innovation and inclusion across gender, race, age, sexual orientation, religion, disability, and identity. Embracing our diverse backgrounds and abilities allows us to harness our creativity and achieve more, together. We're proud to provide a comprehensive and competitive benefits package designed to support your well-being, growth, and work–life balance. Our benefits include: Equity in a high-growth organization in the form of RSUs Generous PTO, including vacation, sick time, and company holidays Premium health coverage starting day one, with multiple plans fully paid by Fundbox Monthly Uber Eats credit Commuter and wellness benefits, including an annual individual wellness budget and access to mental and physical health resources Professional development budget to support continued growth Home office stipend to help you optimize your remote setup 401(k) retirement savings plans, life insurance, and disability coverage And one more thing: we were recently certified by Great Place to Work, with an employee satisfaction rate of 94%. #J-18808-Ljbffr Fundbox