Customer Education Content Designer

OpenKrill; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

IRIS Software Group is seeking a Content Designer / Digital Learning Designer to craft practical digital learning for customers. You’ll work with Product Owners, SMEs and customer teams to understand products, problems and user needs, then produce courses, scripts and visuals that help customers adopt features and use the software confidently.

You’ll contribute to IRIS Academy’s learning standards, explore AI-assisted workflows, and keep content updated as products evolve, ensuring clear,

Qualifications

• Experience creating digital learning, customer education, software training, enablement or instructional content.
• Ability to explain software or technical processes clearly for external customers.
• Experience collaborating with Product Owners/SMEs to understand subjects before content.

Responsibilities

• Conduct discovery with product teams to understand user needs and problems.
• Turn information into practical digital learning, courses and guides.
• Create scripts, screenshots, screencasts, and knowledge checks.
• Maintain content accuracy as products evolve and gather learner feedback.
• Collaborate across teams to ensure consistent learning standards.

Skills

Digital learning

Customer education

Software training

Enablement

Instructional design

SaaS knowledge

Stakeholder collaboration

Clear communication

AI-assisted content

Tools

Articulate Rise

Articulate Storyline

Camtasia

Learning Management Systems

Video tools/AI content

Job description

ABOUT IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

At IRIS Software Group, we help businesses, schools and organisations work smarter through software. But great software only delivers real value when customers understand how to use it confidently and successfully.

That’s where IRIS Academy comes in.

IRIS Academy is our online customer learning platform, helping people understand IRIS products, adopt new features, complete important tasks and continue getting value from the software they use.

As IRIS Academy continues to grow across more of our products, we’re looking for Content Designers / Digital Learning Designers to help us create clear, practical and useful digital learning for our customers.

This role would suit someone who has created digital learning, customer education, software training, enablement, instructional or support content, ideally within a software, SaaS, technology or customer-facing environment.

You don’t need previous experience with IRIS products, but you do need to be curious, confident learning unfamiliar software and comfortable asking questions until you fully understand how a product or feature works.

Why This Role Matters

Every day, thousands of customers rely on IRIS software to run important parts of their organisation.

The learning you create will help customers:

• understand how our products work
• adopt new features
• complete important tasks correctly
• solve common problems
• use our software with confidence
• continue getting value from the products they use

Instead of helping one customer at a time, you’ll create learning that can support thousands of customers whenever they need it.

What You'll Be Doing

A big part of this role is discovery.

Before creating content, you’ll work with Product Owners, Subject Matter Experts, customer-facing teams and other stakeholders to understand:

• what the product or feature does
• who it is for
• what customer problem it solves
• why it matters
• how customers use it
• where customers may struggle
• what they need to know or do differently

You’ll need to ask thoughtful questions, listen carefully, follow up on what you hear and gather enough information to decide what learning is actually needed.

You’ll then turn that information into clear, practical digital learning.

This could include:

• Online courses and learning pathways
• Clear instructional copy
• Audio or video scripts
• Screenshots, screencasts and short videos
• Knowledge checks, quizzes and assessments
• Step-by-step guides and supporting materials

You’ll also keep content accurate as products change, use learner feedback and data to improve content, and contribute to shared standards across IRIS Academy.

The team is also exploring AI-assisted tools and workflows, so curiosity about new technology and smarter ways of working will be important.

What We’re Looking For

We’re looking for someone who combines customer focus, curiosity, clear communication and practical learning design skills.

You’ll be a good fit if you have:

• Experience creating digital learning, customer education, software training, enablement, instructional or support content.
• Experience explaining software, systems or technical processes in a simple and useful way.
• Experience working with customers, users, Product Owners, SMEs or technical experts to understand a subject before creating content.
• Confidence asking probing questions and following up on answers rather than simply working from a fixed brief.
• The ability to understand what problem a product or feature solves for the customer.
• A customer-focused mindset, with an understanding that learning should help users adopt products, use them confidently and get ongoing value from them.
• Strong written communication skills and the ability to make complex information clear.
• A proactive, curious approach to learning unfamiliar products and tools.
• Strong organisation skills and the ability to manage several pieces of content at once.
• Confidence building relationships with stakeholders across different teams.
• A willingness to receive feedback and improve your work.
• Experience creating learning for external software/SaaS customers would be particularly relevant.
• This role may suit someone from a background in digital learning design, customer education, software/product training, enablement, SaaS customer success, software support, professional services, implementation or instructional design.
• Experience with tools such as Articulate Rise, Storyline, Camtasia, Learning Management Systems, video tools or AI-assisted content creation would be helpful, but is not essential.

Why Join Us?

This is an opportunity to join a growing team that is shaping how customers learn across IRIS.

You’ll build deep knowledge of our products, work closely with experts across the business and create learning that helps customers succeed with the software they use.

You’ll also continue developing your own skills across customer education, digital learning design, instructional design, video content, authoring tools and AI-assisted content creation.

If you enjoy understanding how software works, asking questions, making complicated things simple and helping customers succeed, we’d love to hear from you.

WHY YOU’LL LOVE WORKING HERE

• Impact: Your work will influence millions globally.
• Growth: Continuous learning and career development opportunities.
• Belonging: A culture that celebrates diversity and empowers every individual.