CX Learning Experience Designer

About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit dialpad.com to learn more. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As a Support Learning Experience Designer (LXD), you will play a pivotal role in creating exceptional learning experiences that are crucial to the ongoing success of our CX team and Dialpad University (DPU). By leveraging your industry and product expertise, you will be responsible for executing the next iteration of our Support team's New Hire Training program, our “Upskilling” program, and smaller, individualized training solutions that address identified gaps and align with our organization's goals. You’ll also assist with course management and creation in our customer-facing university, integrating needs analysis, instructional design, evaluation models, accessibility, and brand design elements to create a seamless learning experience for Dialpad’s programs. You will use the LMS (Docebo) to track learner completion and comprehension, and to automate reports and notifications to keep stakeholders and learners informed of progress. This role reports to the Manager, Customer Experience (CX) Learning, and will be based primarily in either our Austin, Texas or Kitchener, Ontario office. What you’ll do Analyze learning needs and objectives to design effective and results-driven learning experiences. Create engaging, interactive, and accessible (WCAG 2.0/508) multimedia and instructional learning content, including course outlines, learning activities, assessments, videos, infographics, and other learning formats. Apply adult learning principles and theories to design learner-centric, outcome-focused training solutions. Integrate multimedia content and instructional materials with LMS capabilities to create cohesive and engaging online learning experiences. Incorporate various delivery methods such as e-learning, video, microlearning, and gamification in the learning experience design. Continuously improve learning experiences based on feedback, evaluation data, and industry trends. Collaborate with cross-functional teams, including subject matter experts, content developers, and IT support, to ensure seamless execution of learning initiatives and transform complex concepts into visually appealing and easily digestible learning materials. Oversee the management and administration of the organization's Learning Management System (LMS). Maintain and update course content within the LMS, ensuring accuracy and relevance. Monitor learner progress, generate reports, and analyze data to evaluate the effectiveness of learning experiences. Troubleshoot technical issues related to the LMS and provide tim