L&D Learning Experience Designer

On Customer Success, our mission is to turn questions into commerce; time is the most precious resource for business owners, and every minute our sellers spend struggling is a minute that could be used to bring about economic change for themselves and their communities. Technical issues, such as hardware defects or bugs in our software, can be especially painful – interrupting our sellers’ business operations and, in extreme cases, preventing them from accepting payments.

We are looking for a creative, entrepreneurial, tech-savvy instructional designer who has experience in both eLearning and instructor-led training development and is passionate about our mission of economic empowerment. In this role, you will be focused on creating effective, clear, and engaging learning experiences that drive high performance in a variety of roles within the Customer Success organization. There is a broad range of opportunities including soft skills development, building product knowledge, sales enablement, workflow efficiency, and targeting behaviors that will have the greatest impact on performance. It’s demanding, but incredibly rewarding!

This position is open to remote employees.

You will:

• Conduct training needs analysis to design learning solutions that will close performance gaps, roll out initiatives, and prepare Customer Success team members to succeed.
• Manage the instructional design process end-to-end from needs analysis to the development of the final product.
• Create engaging and visually stunning learning content to develop talent of Customer Success team members at Square.
• Use project management tools and skills to manage medium to large-scale content development projects.
• Ensure adult learning principles and a systematic instructional design process is applied to create learning content that best fits the needs of the learner (includes online, classroom, virtual instructor-led training and blended learning content).
• Leverage agile development techniques and processes to create content for a rapidly changing environment. Lead process improvement efforts and leverage data to make decisions about content design and delivery
• Develop exercises, tutorials, job aids, assessments, and other methods of learning including social or connected learning strategies.
• Advise on technological learning solutions and methodologies to enhance the efficiency and effectiveness of learning programs.
• Work with SMEs and key stakeholders to understand needs, create design documents, and gather insights that will ultimately impact the effectiveness of the learning solution.

• 3+ years of experience in designing learning programs in a business setting.
• Direct experience in designing and developing adult education curricula, training materials and content to include online/e-learning modules, instructor-led materials, job aids, online tutorials, multimedia products (video, graphic, audio), and other training assets
• Well versed in adult learning methodologies and able to evaluate learning effectiveness using instructional design assessment strategies
• Experience leveraging learning management systems and/or other content delivery platforms (e.g., publishing and managing courseware).
• Experience with elearning authoring tools (Articulate, Captivate), Adobe Creative Cloud, and LMS platforms.
• Excels in execution, establishing priorities and meeting swift deadlines in a fast paced and rapidly changing environment
• An eye for visual design and a passion for creating great user experiences.
• Excellent written and verbal communication skills
• A willingness to roll up your sleeves and get your hands dirty to understand the problems that face our customers and our team.

Perks

We want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources