Senior CX Learning Architect

Applied Labs; Los Angeles (CA); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Salary plus performance bonus

Flexible time off

Medical, dental, vision, STD, LTD, and

401(k) with employer match

Commuter benefit

Parental support

Pet insurance

Job summary

Crunchyroll is seeking a Senior Instructional Designer, Customer Experience, to craft compelling narratives and training materials for our customer experience teams. You will own strategy, creation, and maintenance of onboarding and learning programs, reporting to the Director, CX Enablement, with Los Angeles as a location option.

You will lead needs analysis, curriculum design, and assessments; collaborate across analytics, authoring, and content platforms; and ensure content operations,

Qualifications

• 12+ years in instructional design, enablement, or knowledge roles supporting customer experience audiences.
• 5+ years immersive storytelling crafting narratives that drive agent adoption into immediate impact.
• Data storytelling: contextualize data, derive insights, and recommend actions and tradeoffs.
• Learning design experience with ADDIE/SAM or similar frameworks; design blended learning with measurable outcomes.
• Experience creating, editing, and crafting copy.
• Hands-on experience with generative AI tools or specialized instructional design AI assistants for content creation and editing.
• Technical fluency: familiarity with customer experience operating models and translating into instructional content.
• Tool adaptability: connect systems and automate to streamline content operations.

Responsibilities

• Lead storytelling and deck development; create audience-appropriate narratives and visuals.
• Own onboarding programs and learning experiences; lead needs analysis and curriculum design.
• Leverage Crunchyroll’s toolset; collaborate across analytics, authoring, and content platforms.
• Stand up content operations; establish templates, versioning, and style guides.
• Champion accessibility and inclusion; ensure content meets accessibility standards and support localization.

Skills

Instructional design

Storytelling

Data storytelling

Learning design

Copywriting

AI literacy

Technical fluency

Content operations

Tools

Generative AI tools

Job description

Crunchyroll is seeking a Senior Instructional Designer, Customer Experience, to craft compelling narratives and training materials for our customer experience teams. You will own strategy, creation, and maintenance of onboarding and learning programs, reporting to the Director, CX Enablement, with Los Angeles as a location option.

You will lead needs analysis, curriculum design, and assessments; collaborate across analytics, authoring, and content platforms; and ensure content operations,