CX Senior Instructional Designer

📋 Description

• • Are you a seasoned Instructional Designer with a passion for crafting exceptional, end-to-end learning experiences that drive tangible behavior change? Do you excel at taking ownership, collaborating with stakeholders, and delivering learning solutions that directly impact performance? If so, Asana is seeking a highly motivated CX Senior Instructional Designer to join our dynamic Enablement team and empower our global Post-Sales organization.
• • In this critical, hands-on role, you will be instrumental in enabling our Post-Sales teams – encompassing Customer Success, Customer Support, Professional Services, and Renewals – to operate at peak performance. You will be responsible for the full lifecycle of learning solutions, from initial design and development through to launch and continuous improvement, ensuring scalability and impact across all initiatives.
• • This is a senior individual contributor position for a proactive professional who thrives on execution, embraces end-to-end ownership from intake to delivery, and is driven by measurable results and demonstrable business impact. You will be a key player in shaping the learning landscape for our customer-facing teams.
• • Your primary responsibilities will include partnering closely with Enablement leaders and key CX stakeholders to identify and prioritize learning needs across diverse teams and global regions. This collaborative approach ensures that our learning initiatives are strategically aligned with business objectives and address the most pressing challenges faced by our post-sales functions.
• • You will be tasked with designing and delivering a variety of scalable, high-impact learning experiences. This includes developing comprehensive courses, robust certification programs, structured onboarding content for new hires, and engaging ongoing development programs for existing team members. The goal is to equip our teams with the knowledge, skills, and confidence to excel in their roles.
• • A core aspect of this role involves translating complex product functionalities, intricate processes, and nuanced CX principles into clear, engaging, and highly effective learning assets. Your ability to simplify complexity will be crucial in ensuring that learners can easily grasp and apply new information.
• • You will be responsible for building and maintaining learning content using industry-standard authoring tools, learning management systems (LMS), and content management systems (CMS). This hands-on creation process requires a strong command of instructional design principles and proficiency in relevant technologies.
• • Defining and tracking success metrics is paramount. You will establish clear measures for learning effectiveness, focusing not only on knowledge acquisition and learner engagement but, more importantly, on demonstrable behavior change and its impact on key performance indicators.
• • Leveraging data and insights derived from learning analytics and business performance metrics will be essential for continuously refining and improving our learning experiences. You will use this data to articulate and demonstrate the tangible business value of the enablement programs you develop.
• • Maintaining a high-quality, meticulously organized learning catalog is a key responsibility. This involves regularly inventorying existing content, updating materials to reflect product or process changes, and retiring outdated content to ensure relevance and efficiency.
• • You will play a vital role in managing and enhancing the CX knowledge base, ensuring that critical operational information is accurate, easily accessible, and sustainable for daily use by our post-sales teams. This contributes directly to operational efficiency and consistent customer service.
• • Furthermore, you will be instrumental in creating and scaling frameworks, playbooks, and standardized processes. These foundational elements will support consistent and effective onboarding and ongoing development across the entire CX organization, fostering a culture of continuous learning and high performance.
• • This role is based in our Chicago office, operating on an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday, with flexibility for remote work on Wednesdays. Friday remote work arrangements are dependent on the nature of your work and team collaborations. Your recruiter will provide specific details regarding in-office requirements during the interview process.
• • We are committed to fostering a diverse and inclusive environment. If you are passionate about this role and meet most, but not all, of the listed requirements, we strongly encourage you to apply. Your unique background and perspective are highly valued.