Learning Experience Designer

black.ai; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

black.ai is looking for a skilled content designer to manage the lifecycle of training content for client accounts on the SC Training platform. You'll ensure high-quality microlearning courses and provide clients with the necessary tools for self-sufficiency. This hybrid role requires at least 2 days in the Manila office and adaptability to client schedules across time zones.

The ideal candidate will have strong instructional design and client-facing experience, along with proficiency in visual design tools. Join us in cultivating inclusive teams and delivering top-notch content.

Qualifications

• Ability to produce effective, concise microlearning content.
• Experience managing multiple concurrent client accounts.
• Proven record in delivering client training or technical support.
• Communicates clearly and raises concerns early.
• Uses AI writing tools for improved productivity.

Responsibilities

• Manage full content lifecycle for assigned clients.
• Lead client onboarding calls to identify needs.
• Author microlearning courses using design principles.
• Conduct self-QA on content accuracy and design.
• Communicate proactively with clients throughout.

Skills

Instructional design principles

Visual design tools

Client-facing experience

Basic HTML/CSS knowledge

Communication skills

Tools

Canva

Adobe Photoshop

Job description

Job Description:

Role Purpose:

This role exists to deliver a seamless, end-to-end content design service for a portfolio of client accounts, ensuring every customer receives high-quality training content on the SC Training platform and is provided adequate assistance to achieve self-sufficiency in using the product.

Key Responsibilities:

• Own the full content lifecycle for an assigned client portfolio, from intake and brief creation through to course delivery and import, ensuring clients experience a consistent, single point of contact throughout.
• Lead client onboarding calls and consultations to surface training needs, brand preferences, and course requirements, translating them into structured, actionable design briefs.
• Author high-quality microlearning courses and lessons using the SC Training platform, applying instructional design principles and client-specific branding guidelines.
• Conduct thorough self-QA on all authored content before senior review, checking for design consistency, branding accuracy, functionality, and content clarity.
• Present completed courses to clients, gather feedback, and provide a walkthrough of the course—how it’s built and how the clients can make their own changes to it.
• Deliver finalised courses, importing them into client’s account on schedule, with clear communication at each handoff milestone.

Required skills & Experience:

Technical Skills:

• Ability to apply instructional design and adult learning principles to produce effective, concise microlearning content.
• Proficiency with visual design tools (Canva, Adobe Photoshop) to produce on-brand, polished course assets.
• Ability to manage multiple concurrent client accounts with competing deadlines, maintaining quality and communication across all.
• Experience in a client-facing role involving content delivery, training, or technical support; ability to manage expectations and communicate proactively.
• Basic HTML and/or CSS knowledge sufficient to support platform-level formatting and troubleshooting.

Behavioural Skills:

• Breaks down client briefs and communicates any vague or incomplete items with the client.
• Holds themselves to a high bar on quality; self-reviews work rigorously and catches issues before sending courses to a senior reviewer.
• Communicates clearly and proactively with clients and teammates, raises concerns early, shares progress without being asked.
• Focuses on long-term client success over mere task completion. Takes a consultative approach, evaluating every course for its actual effectiveness and real-world value to the learner.
• Adapts communication style to match the client’s and is comfortable in a structured kick-off call as in an async Slack thread.

AI Skills:

• Uses AI writing tools (e.g., Claude, Gemini) to accelerate first-draft course copy, then edits for tone, accuracy, and instructional quality.
• Leverages AI image generation or asset tools to produce visual content quickly when client assets are limited or unavailable.
• Is comfortable using AI as a daily productivity tool and actively uses it to produce better work faster.

Success looks like:

• Client courses are consistently delivered within the target turnaround window, with a clear trend toward meeting or exceeding Service Level Agreement benchmarks as they are formalized.
• Self-QA quality is high enough that senior review cycles are minimal; content reaches the Lead/Senior LXD ready for sign-off, not rework.
• Customer Satisfaction (CSAT) scores are consistently strong across the assigned portfolio.
• Clients feel well-informed throughout the process, with proactive communication and without chasing updates.
• Content brief documentation is complete, structured, and submitted correctly before authoring begins on every ticket.

Key stakeholders:

• Lead LXD / Senior LXD (direct reviewer and escalation point)
• Assigned client contacts (primary relationship owners for this role)
• Go-to-Market (GTM) Customer Solutions & Implementations team
• Customer Success & Account Management (for escalation of commercial conversations)

What you need to know:

• Office/in-person: Manila office, hybrid, minimum 2 days in office per week (firm requirement).
• Hours: Some flexibility for early morning or late afternoon availability may be required to accommodate client calls across time zones, particularly with Australia-based clients.
• Travel: Not required in the standard scope of this role.

What this role is NOT:

• Not responsible for sales, upsell conversations, or renewal discussions; those belong to the Customer Success or Account Management function.
• Not a platform support or technical troubleshooting role; while the LXD coaches clients on content management / authoring, escalation of platform bugs or access issues sits with a different team (Customer Support).
• Not expected to set learning strategy for clients; the LXD executes against a brief; strategic Learning & Development consulting (e.g., recommending whether a client should build a training program at all) is out of scope.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates.