Senior Analyst, Learning Experience Design Job at Saleforce

Salesforce, the world’s #1 CRM and customer success platform, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our customers, partners, and communities, we are committed to improving the state of the world.

Description

Do you love helping others thrive in their roles and have the best careers of their lives? Are you a passionate and experienced learning design professional? Do you have a solid understanding of learning combined with practical experience with authoring and development tools? Join Global Enablement as a Learning Experience Designer for our Customer Success Group (CSG)! Our team is responsible for ensuring all CSG roles are ready and enabled to perform their jobs when they’re hired and throughout their careers. As a Learning Experience Designer, Senior Analyst, you will partner with Enablement Business Partners and subject matter experts to translate field needs and business priorities into learner-centric designs which engage and delight target audiences in the support function of CSG. You will use learning theory and design best practices to build innovative learning solutions that can be delivered at scale. The ideal candidate thrives on solving challenging problems and has is skilled at making even the most complex topics seem straightforward and simple to master. You are a strategic thinker, enthusiastic educator, and willing to take risks in order to drive impact in a constantly evolving and technical customer support environment!

Your Impact

Your role will be to participate in several agile teams as a Learning Experience Designer responsible for: 1) helping design and automate role-based Learning journeys, 2) developing the tools, templates, and training materials that help our Enablement team create high quality synchronous and asynchronous learning experiences for all support engineers, and 3) bringing your expertise to a team of passionate enablers and customer support professionals, working with them to build a comprehensive learning catalog to up-skill CSG teams globally.

Responsibilities

• Needs Analysis

  • Work with your team to identify performance objectives based on business needs.
  • Conduct job task analyses and action mapping sessions.
  • Build trust and credibility with subject matter experts to influence the scope of learning programs and gain buy-in on the design approach.
• Learning Experience and Curriculum Design
  • Translate identified performance gaps and business needs into learning requirements with measurable learning objectives.
  • Based on learning requirements, design and pitch scalable enablement interventions that positively impact employee productivity while balancing resource constraints.
  • Choose appropriate instructional strategies and content modalities to accomplish specific performance objectives.
  • Design learning that reflects an understanding of the diversity of learners and groups of learners.
• Development
  • Develop creative and interesting materials appropriate for a given learning experience.
  • Curate, improve, and adapt existing learning content to incorporate into learning programs.
  • Build prototypes and refine them based on feedback from learners and partners.
  • Partner with visual/media designers to realize your design vision, including the development of creative briefs to guide the production of supporting material/media.
  • Devise modes of assessment, such as quizzes or show-you-know experiences, to measure the effectiveness of learning initiatives.
• Assessment
  • Evaluate learning experiences and their impact on learners and the business according to knowledge, behaviors, and business results.
  • Review the work of your peers according to design standards.

Minimum Qualifications

• • 3-7 years of learning design experience using SAM or similar methodology
  • Portfolio of eLearning course development
  • Experience integrating theory and practice to deliver pedagogically-sound learning experiences
  • Experience translating complex concepts into an easy-to-understand and digestible format
  • Advanced written and verbal communication skills
  • Ability to thrive in a fast-paced environment
  • Ability to deliver high-quality solutions quickly and adapt and iterate based on stakeholder feedback and content performance
  • Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.)

Preferred Qualifications

• • 3-5 years of professional experience in a customer support and/or success organization
  • Articulate Storyline, Adobe Creative Suite, or other authoring tool expertise
  • Master’s degree in Instructional Design, Learning Tech, Education, or a similar field
  • Experience with Salesforce products is a plus