Senior CX Learning Architect (Onboarding & Content)

Crunchyroll; Los Angeles (CA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Performance bonus

Flexible time off

Health insurance

HSA program

FSA

401(k) with employer match

New parent support

Job summary

Crunchyroll is seeking a Senior Instructional Designer for Customer Experience in Los Angeles. You will own the strategy, creation, maintenance, and iteration of our CX onboarding and broader learning programs, including content structure and governance of our training tools.

You will lead storytelling and deck development, design onboarding curricula, measure behavior change, collaborate with analytics and content platforms, and ensure accessibility and localization across materials.

Qualifications

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

Responsibilities

• Lead storytelling and deck development with audience-appropriate narratives and executive-ready decks.
• Own onboarding programs and learning experiences, including needs analysis and curriculum design.
• Design assessments to measure behavior change.
• Collaborate across analytics, authoring, and content platforms; document scalable workflows.
• Establish templates, versioning, style guides, and review loops for bootcamp materials and SOPs.
• Champion accessibility, localization, and inclusive practices.

Skills

Instructional design

Storytelling

Data storytelling

Learning design

Copywriting

AI literacy

Technical fluency

Systems integration

Tools

Generative AI tools

Job description

Crunchyroll is seeking a Senior Instructional Designer for Customer Experience in Los Angeles. You will own the strategy, creation, maintenance, and iteration of our CX onboarding and broader learning programs, including content structure and governance of our training tools.

You will lead storytelling and deck development, design onboarding curricula, measure behavior change, collaborate with analytics and content platforms, and ensure accessibility and localization across materials.