Learning Experiences Design Manager

Freshworks Inc.; London; On-site; GBP 40,000 - 80,000; Full time

Job description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

This role focuses on curriculum development, people management, and program management. You will partner with our Go-to-Market (GTM) teams to lead the design of measurably effective and engaging learning programs and resources to equip our sales, partner, and customer success teams with the skills, knowledge, and resources necessary to sell Freshworks products. With expertise in adult learning and instructional design, you will lead the process of translating challenging business into engaging learning solutions in partnership with subject matter experts and senior stakeholders. The ideal candidate takes a holistic approach to the design of learning solutions and enablement resources, is exceptional in multi-tasking and organization, possesses excellent communication skills, and has the ability to work cross-functionally with experience managing learning experience designers and multimedia developers. They also have broad experience, curiosity, and learning agility that enables them to quickly become a subject matter expert in their own right. Excellent verbal and written English communication skills are critical. A portfolio, work sample, or design task completion may be required.

Key Responsibilities:

1. Lead, mentor, and develop a team of learning experience designers, fostering a culture of creativity, collaboration, and excellence.
2. Provide guidance, coaching, and feedback on the end-to-end design and development of learning experiences, ensuring projects are delivered on time, within scope, and at high quality, aligned with project and business objectives.
3. Design cutting-edge training that can be scaled globally, including exercises, tutorials, job aids, knowledge assessments, social or connected learning strategies, and multimedia-based assets.
4. Partner with subject matter experts and stakeholders from organizations across the company to understand learning needs, define priorities, and manage expectations.
5. Serve as the primary point of contact for learning design requests, ensuring alignment with business goals and learner needs.
6. Effectively communicate project updates, learning strategies, and design rationale to stakeholders at various levels.
7. Define and track key performance indicators and mechanisms to continually evaluate the impact and effectiveness of learning programs.
8. Analyze learning data, feedback, and assessment results to make data-driven improvements.
9. Ensure high-quality learning experiences that are well-structured, have a logical flow, and are easily understood.
10. Develop assessments that effectively measure learner outcomes and performance.
11. Ensure consistency in user experience, branding, digital accessibility, and style across learning solutions.
12. Ensure that the technical components of e-learning experiences are operating smoothly and efficiently, building workflows and reporting mechanisms where needed.
13. Stay updated on learning approaches, technology, and tools through continuous research, ensuring that our solutions remain innovative.

Qualifications

Preferred Qualifications:

1. Graduate degree in learning design, learning science, instructional design, educational psychology, or similar field
2. 5+ years of experience designing digital learning experiences (including interactive eLearning modules and job aids) to support adult learners
3. Strong organizational and project management skills.
4. Excellent communication, presentation, and interpersonal skills
5. Exceptional writing and editing skills
6. Working knowledge of eLearning authoring tools, such as Articulate 360 (Rise & Storyline), Camtasia, Vyond, Canva, and the Adobe Creative Suite
7. Experience creating learning evaluation plans
8. Ability to work independently and collaboratively in a fast-paced environment
9. Strong knowledge of inclusive and accessible design, including WCAG
10. A proactive and adaptable mindset with a commitment to continuous improvement and learning

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.