Redefine the future of customer experiences. One conversation at a time.
We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.
Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.
If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
The Learning Experience Designer plays a critical role in developing high-quality, engaging, and effective training materials that empower Nextiva's customers, partners, and employees. This role combines expertise in instructional design, strong writing skills, and a collaborative approach to create a variety of learning resources, including eLearning modules, job aids, video scripts, webinars, interactive tutorials, presentations, and certification courses. The Learning Experience Designer works closely with subject matter experts (SMEs), trainers, and other stakeholders to ensure content aligns with adult learning principles, is instructionally sound, and meets business objectives. This position is essential for designing impactful learning experiences that drive knowledge retention, user engagement, and measurable performance outcomes. The Learning Experience Designer also tracks and analyzes training effectiveness, using data and learner feedback to continuously improve learning solutions and demonstrate business impact.
Key Responsibilities:
Instructional Design & Content Development
- Design and develop high-quality training materials tailored to diverse audiences and learning styles, including eLearning modules, instructor-led training (ILT) materials, job aids, video scripts, clickable tutorials, and facilitator guides
- Conduct comprehensive needs assessments and learner analyses to identify performance gaps and inform content strategy
- Apply scenario-based learning, microlearning, and simulation techniques to enhance engagement and retention. Use instructional design methodologies (e.g., ADDIE or SAM) to create engaging and effective learning experiences that align with organizational goals
- Develop certification programs for partners and customer trainers, ensuring alignment with train-the-trainer models to facilitate effective knowledge transfer
- Write webinar scripts and oversee webinar production in collaboration with the Product Marketing team
- Translate and adapt training materials for international audiences, ensuring accuracy and cultural relevance
Content Accuracy & Maintenance
- Ensure all training content is accurate, up-to-date, and instructionally effective by collaborating with Product Content Writers and SMEs, and by regularly reviewing and revising materials
- Measure and report on training effectiveness using analytics and feedback; recommend improvements based on findings
- Collect feedback from learners and stakeholders to refine content and improve clarity, engagement, and usefulness
Collaboration & Stakeholder Engagement
- Partner and collaborate with SMEs, trainers, product teams, and cross-functional stakeholders to gather information and ensure consistency in messaging and content development
- Actively engage with customers through surveys or focus groups to ensure training materials meet user needs
- Advise stakeholders on learning strategies and change management based on best practices and data-driven insights
- Work closely with the Product team to integrate Pendo guides or other in-app learning tools into the training ecosystem
Experience Design
- Apply adult learning principles (e.g., experiential learning or self-directed learning) to ensure training materials are instructionally sound and learner-centric
- Ensure all learning solutions are accessible and inclusive, adhering to WCAG 2.1 or higher and considering neurodiversity and different learning abilities
- Incorporate Artificial Intelligence and multimedia elements such as videos, animations, simulations, or gamification into eLearning modules to enhance engagement
- Design assessments (e.g., quizzes or scenario-based evaluations) that effectively measure learner comprehension and performance
Change Management & Adoption
- Integrate change management strategies into instructional design projects to support smooth transitions during product updates or process changes
- Proactively prepare training materials for upcoming product releases by collaborating with Product Content Writers on anticipated changes
Team Collaboration & Knowledge Sharing
- Provide constructive feedback on team members’ work while actively seeking feedback on your own projects to improve quality
- Share instructional design best practices with the team to foster continuous improvement in content development processes
- Collaborate with external consultants or SMEs as needed for specialized knowledge or expertise
- Mentor junior instructional designers and facilitate team knowledge-sharing sessions or workshops on instructional best practices
- Participate in professional development and stay current with industry trends and technologies
Compliance & Standards
- Ensure compliance with global regulations related to content creation, including accessibility standards (e.g., WCAG 2.1 or higher), intellectual property laws, and inclusive design
- Adhere to established style guides and brand standards to maintain consistency in messaging and branding across all training materials
Project Management
- Manage multiple projects simultaneously using Agile, Scrum, or other project management methodologies and tools (e.g., Jira, Trello, Asana)
- Lead cross-functional project teams or manage vendor relationships as needed
Qualifications:
- Bachelor’s degree in Instructional Design, Education Technology, English, Communications, or a related field; a Master’s degree is a plus
- 4+ years of proven experience as an instructional designer or in a similar role creating diverse training materials such as eLearning modules, ILT resources, job aids, videos, or certification programs
- Strong understanding of adult learning principles (e.g., Bloom’s Taxonomy) and instructional design methodologies (e.g., ADDIE)
- Experience conducting needs assessments and applying evaluation models (e.g., Kirkpatrick, Phillips ROI)
- Proficiency with incorporating Artificial Intelligence (AI) and a variety of eLearning, multimedia, video editing, and graphic design tools (e.g., Adobe Captivate, Camtasia, Photoshop, Articulate 360, VYond, Videoate, Navattic, basic HTML/CSS)
- Experience with Learning Management Systems (LMS) is a plus
- Strong analytical skills with the ability to interpret learning data and translate insights into actionable improvements
- Demonstrated experience designing for accessibility and inclusivity, with knowledge of current standards and best practices
- Strong consultative and advisory skills for working with stakeholders on learning strategies and change management
- Exceptional writing skills with the ability to translate complex technical concepts into clear, concise language for various audiences
- Strong interpersonal skills for working effectively with SMEs, trainers, product teams, and other stakeholders across departments
- Creativity, adaptability, and a proactive approach to problem-solving
- Commitment to continuous learning and professional development
- Proven ability to manage multiple projects simultaneously in a fast-paced environment; experience with Agile or other project management methodologies is a plus
- Familiarity with Nextiva’s products or similar SaaS platforms is advantageous but not required
- Experience in translation/localization processes is a plus
Nextiva DNA (Core Competencies)
Nextiva’s most successful team members share common traits and behaviors:
- Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
- Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
- Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.
Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.
The expected hiring range is $55,000-$82,140. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range.
- Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
- Insurance 💼 - Life, disability, and supplemental indemnity plans
- Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
- Financial Security 💰 - 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
- Wellness 🤸 - Employee Assistance Program and comprehensive wellness initiatives
- Growth 🌱 - Access to ongoing learning and development opportunities and career advancement
At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!
Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.
Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.
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