Learning & Development Specialist - Customer Experience

Xero; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Xero is seeking a passionate instructional designer to enhance learning experiences for their customer experience teams. The role involves designing engaging learning solutions, collaborating with experts, and ensuring continuous improvement in learning programs. Join Xero to contribute to a culture of innovation and support for small businesses.

Benefits

Generous paid leave

Employee Assistance Program

Free medical insurance

Flexible working

Career development

Qualifications

• 2+ years' experience in instructional design.
• Strong content development skills.

Responsibilities

• Design and deliver exceptional learning experiences.
• Conduct discovery analysis for effective learning solutions.
• Collaborate with subject matter experts.

Skills

Instructional Design

Collaboration

Communication

Time Management

Tools

Articulate 360

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you'll make an impact

In this role you’ll be responsible for supporting the design of world leading learning experiences for our global customer experience teams. This role sits within the CX L&D Design team.

Xero’s Customer Experience (CX) Team is made up of CX Specialists, based in NZ, AU, US, and UK, who work together to provide 24/7 support to Xero users. We aim to provide beautiful experiences for our customers and make it easy for them to see how Xero adds value to their business.

Your work will ensure that learning for customer experience teams is sustainable, scalable and engaging. Your work will enable Xero employees in these teams to develop the skills, behaviours and experiences they need to achieve their goals and to do the best work of their lives. You’ll ensure the learning is set up to enable the agility to adapt in a fast-paced environment and you’ll bring innovative digital ideas into the CX L&D team.

What you'll do

• Conduct robust discovery analysis to recommend engaging and effective learning solutions that are fit for purpose.
• Collaborate with subject matter experts to define learning requirements and build learning artefacts.
• Design and deliver exceptional learning experiences that expedite employee onboarding, enhance overall workforce skills and engagement, and foster a culture of continuous learning.
• Maintain learning programmes, frameworks, systems and resources to ensure they are effective and aligned with industry best practice.
• Analyse feedback and evaluations to drive action to ensure continuous improvement of learning.
• Contribute to ideas and tasks for CX that improve the experience for our teams and for our customers.
• Maintain a keen understanding of L&D trends, developments and best practices throughprofessional organisations, educational opportunities and personal networks.

What you'll bring

• A passion for creating innovative, learner-centric experiences
• 2+ years' experience in instructional design, with strong content development skills
• Proficiency with eLearning tools like Articulate 360 and experience in assessing learning outcomes
• A growth mindset and ability to adapt in a fast-paced, changing environment
• High emotional intelligence with excellent collaboration and communication skills
• Strong time management and ability to manage end-to-end learning projects
• Experience in high-level design and storyboarding of learning materials
• A team-first approach aligned with Xero’s values: kind, collaborative, customer-focused, action-oriented

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.