Instructional Designer

Instructional Designer, CX EnablementLocation: San Antonio, HE Costa Rica —HybridDuration: 5 months with potential for extension based on budget, headcount, business needs, and performanceInterview Process: 2–3 rounds via ZoomThe OpportunityWe are seeking a highly motivated and creative Instructional Designer to join our dynamic Customer Experience (CX) Enablement team. In this role, you will design, develop, and deliver engaging learning experiences that empower CX teams to perform at their best.You will partner with CX leaders and subject matter experts to create impactful learning content, communications, and enablement solutions. By leveraging modern instructional design practices, digital learning technologies, and AI-powered tools, you will help drive performance, strengthen knowledge, and foster a culture of continuous learning and improvement.What You'll DoDesign and Develop Learning SolutionsPartner with CX leaders and subject matter experts to identify learning and performance needs.Design comprehensive instructional strategies aligned with business and learner objectives.Develop a variety of learning solutions, including:E-learning coursesBlended learning programsJob aids and quick-reference guidesPresentationsLearning communicationsEnablement resourcesApply adult learning principles and instructional design methodologies such as ADDIE and SAM.Create and Curate ContentDevelop clear, engaging, and audience-appropriate content for learning programs and CX enablement initiatives.Translate complex information into concise, actionable learning experiences.Curate and maintain existing resources to ensure accuracy, relevance, consistency, and accessibility.Ensure learning materials align with brand and communication standards.Leverage Digital and AI-Powered ToolsUse modern technologies to create innovative and engaging learning experiences, including:Google Workspace: Docs, Slides, Sheets, Sites, and related collaboration tools.Google AI: Gemini, Vids, NotebookLM, and other emerging AI capabilities to support content creation, knowledge retrieval, personalization, and learning innovation.Adobe Express: Create engaging graphics, visual assets, and short-form video content.Sana Labs: Support adaptive and personalized learning experiences.Articulate Rise: Design and develop interactive, responsive e-learning courses.Drive Communication and AdoptionDevelop and execute communication strategies for learning and enablement initiatives.Create communications that build awareness, engagement, and adoption of new learning resources.Partner with stakeholders to ensure effective rollout of learning programs and enablement materials.Measure and Improve ImpactCollaborate with stakeholders to establish learning and performance success metrics.Gather learner and stakeholder feedback.Evaluate the effectiveness of learning solutions using qualitative and quantitative data.Continuously improve learning experiences based on insights, feedback, and business results.Collaborate Across CX EnablementWork closely with CX Enablement Business Partners, CX leaders, subject matter experts, and other cross-functional stakeholders.Build strong relationships and effectively manage stakeholder expectations.Contribute to a collaborative, innovative, and learner-focused team environment.What You'll BringBachelor's degree or equivalent practical experience in Instructional Design, Adult Education, Communications, or a related field.3–5+ years of experience in instructional design, learning and development, enablement, communications, or a related discipline.Proven experience designing and developing engaging e-learning courses using Articulate Rise.Strong proficiency with Google Workspace, including Docs, Slides, Sheets, and Sites.Demonstrated ability to create visually compelling learning and communication materials using tools such as Adobe Express.Strong understanding of adult learning principles and instructional design methodologies, including ADDIE and/or SAM.Excellent written and verbal communication skills, with strong attention to detail and accuracy.Ability to transform complex information into clear, concise, and engaging learning content.Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines.Curiosity and enthusiasm for exploring emerging technologies, particularly AI-powered learning and enablement tools.Familiarity with or strong interest in Sana Labs and adaptive/personalized learning technologies.Collaborative mindset with the ability to work effectively across teams and levels of an organization.Experience in Customer Experience (CX), customer service, or contact center enablement is a plus.