Learning Experience Designer

The Wayfair Global Service LXD team is seeking a highly skilled Learning Experience Designer to join our dynamic, fast-paced organization. In this role, you will create and maintain impactful training programs across all aspects of Customer Service & Sales with a strong emphasis on continuous learning and measurable performance outcomes.

You will thrive in an agile, change-driven environment, partnering closely with stakeholders to rapidly understand new initiatives, processes, and business needs. This role is ideal for someone who combines strategic thinking with hands-on design expertise and who is passionate about integrating AI and cutting-edge learning technologies into every stage of the LXD process.

Strategically Partner and Design
Collaborate with stakeholders and subject matter experts (SMEs) across our global Service & Sales organization to identify and address critical training needs for individuals, workgroups, and the broader organization. Design and develop innovative learning solutions using advanced adult-learning principles and systematic instructional design methodologies.

Create and Innovate Content
Develop and update content and curricula that directly support the competency models for each Service role. Lead medium- to large-scale content projects using project-management tools. Your proven Articulate Storyline expertise to create interactive, highly engaging content is a core requirement; and your experience leveraging AI Assist in Articulate is highly valuable to this role.

Build Interactive Learning Experiences
Design microlearning, videos, job aids, simulations and assessments. Create dynamic, Digital Adoption Assets assets using WalkMe for service support and proactive campaigns, driving change adoption. 

Drive Performance with Technology & AI
Lead the integration of AI across the LXD process from content creation and assessment design to workflow automation ensuring scalable, future-ready learning solutions. Apply these technologies to support high-impact change initiatives in an agile environment, delivering measurable business value.

Collaborate Globally
Work effectively with multicultural, virtual teams to deliver consistent, high-quality solutions across regions.

Essential Experience & Skills

• Proven track record in a call center learning and development environment
• Minimum 2+ years of developing self directed learning content 
• Expertise in curating and developing learning content across ILT, VILT, and self-paced modalities
• Experience in using Generative AI for creation of video learning materials (Synthesia or similar)
• Advanced Axonify expertise, including topic/KLP design and analytics to drive content strategy and continuous improvement
• WalkMe implementation experience with smart walkthroughs and proactive campaigns
• Articulate Storyline mastery for creating interactive, visually compelling modules.
• Strong project management, stakeholder engagement, and storytelling skills
• Deep knowledge of ADDIE/SAM and adult learning theories
• Experience evaluating training using frameworks such as Kirkpatrick
• Ability to manage multiple priorities and deliver solutions in a fast-moving, agile environment
  

Preferred Qualifications

• Advanced degree in Education, Learning & Development, or related field
• Knowledge of agile methodologies and product development cycles (Plan, Discover, Build, Adopt)
  

• Integrate Infohub updates into existing materials
• Design and package curricula within the LMS for specific verticals
• Lead WalkMe updates and new build-outs
• Maintain ILT/VILT and self-paced training materials
• Audit program materials and ensure curriculum accuracy
• Own curriculum maintenance for standing programs
• Lead continuous improvement workstreams
• Partner with trainers, senior training managers, executive SMEs, and other LXDs to gather feedback and enhance programs
• Align with assigned business verticals
• Deliver on key change initiatives while meeting evolving business needs in a rapidly changing environment