CX Training Architect

Addi; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Addi is seeking an experienced Instructional Designer to empower its Operations team with the knowledge and skills to deliver exceptional customer experiences and operational excellence. You will design, deliver, and continuously improve training programs aligned with evolving business needs.

In this fintech environment, you will create onboarding, product knowledge, and process modules, and build materials that foster knowledge retention and measurable performance improvements.

Qualifications

• Strong understanding of adult learning theories and applying them to training design.
• Experience creating engaging e-learning content with multiple formats and tools.
• Ability to design learning paths aligned with business goals and CX needs.

Responsibilities

• Improve agent CSAT and post-training knowledge with measurable results.
• Develop onboarding, product knowledge, and process modules.
• Create high-quality training materials and reinforcement coaching plans.
• Analyze performance data to identify training needs and opportunities.
• Collaborate with stakeholders to align training with business goals.

Skills

Instructional Design

Adult Learning

Content Development

Learning & Performance

Education

Bachelor's degree in Education/Training

Tools

Articulate Storyline

Camtasia

Google Slides

Job description

Addi is seeking an experienced Instructional Designer to empower its Operations team with the knowledge and skills to deliver exceptional customer experiences and operational excellence. You will design, deliver, and continuously improve training programs aligned with evolving business needs.

In this fintech environment, you will create onboarding, product knowledge, and process modules, and build materials that foster knowledge retention and measurable performance improvements.