Senior Instructional Designer, Customer Experience

About the role

In this role you will craft clear, compelling narratives and training materials for the customer experience teams. You will own the strategy, creation, maintenance, and iteration of our customer experience onboarding and broader learning programs. This includes content structure and governance of our customer experience tools and services.

In the role of Senior Instructional Designer, Customer Experience, you will report to the Director, CX Enablement. 

We are considering applicants for the location of Los Angeles.

Core Areas of Responsibility

• Lead storytelling and deck development:

  • Create audience-appropriate narratives, visuals, and executive-ready decks
  • Translate technical work and metrics into insights, tradeoffs, and recommendations
  • Maintain reusable templates and a source-of-truth content library

• Own onboarding programs and learning experiences:

  • Lead needs analysis, curriculum design, and iterative improvement for new-hire ramp and role-specific pathways
  • Design assessments that measure behavior change

• Leverage Crunchyroll’s toolset:

  • Operate collaboratively across analytics, authoring, and content platforms
  • Document scalable workflows and continuously improve them

• Stand up content operations:

  • Establish templates, versioning, style guides, and DA/DRI review loops for bootcamp materials, SOPs, playbooks, and knowledge base content

• Champion accessibility and inclusion:

  • Ensure content and experiences meet accessibility standards
  • Support localization efforts
  • Champion inclusive practices

About You

• 12+ years in instructional design, enablement, or knowledge roles supporting customer experience audiences.
• Immersive storytelling excellence: 5+ years of experiencing crafting narratives that drive agent adoption into immediate impact.
• Data storytelling: ability to contextualize data, derive insights, and recommend actions and tradeoffs.
• Learning design expertise: experience with ADDIE/SAM or similar frameworks; experience designing blended learning with measurable outcomes.
• Experience creating, editing, and crafting copy.
• AI Literacy: Hands-on experience with generative AI tools or specialized instructional design AI assistants for content creation and editing.
• Technical fluency: Familiarity with customer experience operating models and the ability to translate into instructional content.
• Tool adaptability: Able to connect systems and automate where practical to streamline content operations.