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CX Learning Experience Designer

Customer Support Kitchener, Canada

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Visit dialpad.com to learn more.

Being a Dialer

At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As a Support Learning Experience Designer (LXD), you will play a pivotal role in creating exceptional learning experiences that are crucial to the ongoing success of our CX team and Dialpad University (DPU). By leveraging your industry and product expertise, you will be responsible for executing the next iteration of our Support team's New Hire Training program, our “Upskilling” program, and smaller, individualized training solutions that address identified gaps and align with our organization's goals. You’ll also assist with course management and creation in our customer-facing university, integrating needs analysis, instructional design, evaluation models, accessibility, and brand design elements to create a seamless learning experience for Dialpad’s programs. You will use the LMS (Docebo) to track learner completion and comprehension, and to automate reports and notifications to keep stakeholders and learners informed of progress.

This role reports to the Manager, Customer Experience (CX) Learning, and will be based primarily in either our Austin, Texas or Kitchener, Ontario office.

What You’ll Do

Analyze learning needs and objectives to design effective and results-driven learning experiences. Create engaging, interactive, and accessible (WCAG 2.0/508) multimedia and instructional learning content, including course outlines, learning activities, assessments, videos, infographics, and other learning formats. Apply adult learning principles and theories to design learner-centric, outcome-focused training solutions. Integrate multimedia content and instructional materials with LMS capabilities to create cohesive and engaging online learning experiences. Incorporate various delivery methods such as e-learning, video, microlearning, and gamification in the learning experience design. Continuously improve learning experiences based on feedback, evaluation data, and industry trends. Collaborate with cross-functional teams, including subject matter experts, content developers, and IT support, to ensure seamless execution of learning initiatives and transform complex concepts into visually appealing and easily digestible learning materials. Oversee the management and administration of the organization's Learning Management System (LMS). Maintain and update course content within the LMS, ensuring accuracy and relevance. Monitor learner progress, generate reports, and analyze data to evaluate the effectiveness of learning experiences. Troubleshoot technical issues related to the LMS and provide timely support to learners and stakeholders. Become a subject matter expert on our products, staying updated on the latest features, updates, and enhancements. Demonstrate a deep understanding of our products' capabilities, use cases, and competitive advantages. Collaborate with teams cross-functionally to efficiently leverage resources and materials and eliminate potential duplications of work. Stay up to date with the latest trends and advancements in learning technologies, multimedia development, instructional design methodologies, and LMS administration. Share knowledge and best practices with the team to foster a culture of continuous learning and improvement.

Skills You’ll Bring

Bachelor's or Master's degree in Education or a related field. 5+ years of proven experience in building training, multimedia development/video creation & editing, instructional design, and LMS administration, preferably in a SaaS customer-facing setting. Proficiency in multimedia authoring tools (e.g., Articulate 360, Camtasia) and Learning Management Systems. Strong understanding of adult learning principles, instructional design models, and learning technologies. Excellent project management and organizational skills, with the ability to handle multiple projects simultaneously. Solid analytical and problem-solving abilities, with a focus on data-driven decision-making. Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Ontario Pay Transparency Range

$81,000—$102,750 CAD

Why Join Dialpad

Work at the center of the AI transformation in business communications Build and ship agentic AI products that are redefining how companies operate Join a team where AI amplifies every employee’s impact Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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