Senior Learning Experience Designer

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Senior Learning Experience Designer

About the job

This position is needed within our Support Enablement team. Our Support Enablement team is the engine that keeps our global support organization sharp, empathetic, and technically proficient.

We are looking for a Learning Experience Designer (LXD) who believes that training should be an experience, not a chore. You won’t just be 'making slide decks'—you’ll be architecting the learning journey for our frontline teams, ensuring they have the right knowledge at the exact moment they need it.

Responsibilities

In this role, you’ll:

• Curriculum Architecture: Design and develop high-impact learning programs (onboarding, product launches, soft skills, and technical troubleshooting) specifically tailored for a fast-paced support environment.
• Multimedia Creation: Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools.
• Gap Analysis: Partner with Support Leadership and Quality Assurance to identify 'knowledge leaks' and create targeted interventions to fix them.
• The 'Just-in-Time' Strategy: Move beyond long-form courses to create micro-learning and searchable knowledge assets that support agents in the flow of work.
• Data-Driven Iteration: Use LMS metrics, performance metrics and CSAT (Customer Satisfaction) data to measure the effectiveness of your programs and relentlessly optimize them.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Experience: 3+ years in Instructional Design or Learning Experience Design, preferably within a SaaS or Customer Support enablement context.
• Portfolio: A demonstrated ability to create engaging digital content (we’ll want to see examples of your work!).
• Communication: Exceptional writing skills. You can explain a complex API integration as easily as you can write an empathetic email template.
• Problem-Solving: You don't just wait for a training request; you look at the data, see where agents are struggling, and propose a solution.
• Innovation:We hate 'Death by PowerPoint.' You’ll have the creative freedom to experiment with AI-driven learning, gamification, and video.
• Skill Toolkit: 
  • Instructional Design: Mastery of ADDIE, SAM, or Backward Design, with a focus on adult learning principles.
  • Tech Stack: Proficiency in Articulate 360 (Storyline/Rise), Adobe Creative Cloud, and Cornerstone
  • Product Empathy: The ability to take a technical, 'dry' product brief and translate it into a narrative that resonates with a human being.
  • Agility: The ability to pivot quickly when a product feature changes 24 hours before launch.

Desired:

• The 'X-Factor': You have a background in (or a deep appreciation for) the frontline support experience. You know what it feels like to have 10 tabs open while trying to help a frustrated customer, and you design your training to make that person's life easier.

Location

This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

Travel 

We prioritize connection and opportunities to build relationships with our internal stakeholders and each other. For this role, approximately 10-15%  travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.