Senior Instructional Designer, Customer Experience

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

Senior Instructional Designer, Customer Experience

About Crunchyroll

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

In this role you will craft clear, compelling narratives and training materials for the customer experience teams. You will own the strategy, creation, maintenance, and iteration of our customer experience onboarding and broader learning programs. This includes content structure and governance of our customer experience tools and services.

In the role of Senior Instructional Designer, Customer Experience, you will report to the Director, CX Enablement.

We are considering applicants for the location of Los Angeles.

Core Areas of Responsibility

• Lead storytelling and deck development:
  • Create audience-appropriate narratives, visuals, and executive-ready decks
  • Translate technical work and metrics into insights, tradeoffs, and recommendations
  • Maintain reusable templates and a source-of-truth content library
• Own onboarding programs and learning experiences:
  • Lead needs analysis, curriculum design, and iterative improvement for new-hire ramp and role-specific pathways
  • Design assessments that measure behavior change
• Leverage Crunchyroll’s toolset:
  • Operate collaboratively across analytics, authoring, and content platforms
  • Document scalable workflows and continuously improve them
• Stand up content operations:
  • Establish templates, versioning, style guides, and DA/DRI review loops for bootcamp materials, SOPs, playbooks, and knowledge base content
• Champion accessibility and inclusion:
  • Ensure content and experiences meet accessibility standards
  • Support localization efforts
  • Champion inclusive practices

About You

• 12+ years in instructional design, enablement, or knowledge roles supporting customer experience audiences.
• Immersive storytelling excellence: 5+ years of experiencing crafting narratives that drive agent adoption into immediate impact.
• Data storytelling: ability to contextualize data, derive insights, and recommend actions and tradeoffs.
• Learning design expertise: experience with ADDIE/SAM or similar frameworks; experience designing blended learning with measurable outcomes.
• Experience creating, editing, and crafting copy.
• AI Literacy: 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 the ability to translate into instructional content.
• Tool adaptability: Able to connect systems and automate where practical to streamline content operations.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Support program for new parents

#LifeAtCrunchyroll #LI-Hybrid

The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.

$110,000 - $140,000 USD

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

Courage. We believe that when we overcome fear, we enable our best selves.

Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.