Senior Learning Experience Designer

Senior Learning Experience Designer for Twilio’s Support Enablement team. You’ll architect learning journeys for frontline support teams, designing high-impact programs (onboarding, product launches, soft skills, and technical troubleshooting), and building multimedia e-learning modules, videos, job aids, and simulations. You’ll identify knowledge gaps with Support Leadership and QA, shift from long-form courses to micro-learning and searchable knowledge assets, and measure effectiveness using LMS metrics and CSAT data to relentlessly optimize programs. Proficient in ADDIE/SAM/Backward Design, with a toolkit including Articulate 360 (Storyline/Rise), Adobe Creative Cloud, and Cornerstone. A background in frontline support experience is valued, with a focus on translating technical briefs into human-centered training and leveraging data to drive improvements. This remote role is based in Canada (Ontario, British Columbia, or Alberta) with travel around 10-15% to engage with stakeholders.