About the Role
Role Overview
We’re on the lookout for an Instructional Designer who can turn complex product changes into crystal-clear, agent-friendly training. You’ll work closely with Product, CX Ops, and Training teams to ensure agents are prepared for new features, policy changes, and process rollouts. This role is a critical bridge between Product Readiness and training content execution.
Key Responsibilities
- Design end-to-end programs and learning journeys - from learning objectives and content sequencing to practice, assessment, and reinforcement.
- Break down complex product updates and processes into simple, engaging learning content, including slides, facilitator guides, eLearning, job aids, simulations, videos, and walkthroughs.
- Create practical, scenario-based learning that helps agents apply knowledge to real customer situations.
- Partner with the Product team to stay ahead of upcoming releases and turn feature changes into digestible training content.
- Co-create with Trainers and SMEs to make sure learning is accurate, practical and facilitator-ready.
- Keep the Content library and training materials tidy, consistent, and aligned with our voice and tools.
- Use learner feedback, assessment results, QA insights, and operational data to continuously improve content.
Skills, Knowledge & Expertise
- Excellent written English and Arabic, with strong editing, formatting, and content structuring skills.
- At least 2 years of experience in instructional design and eLearning creation.
- Hands-on experience with learning and design tools such as Figma, Canva, Articulate Rise/Storyline, Google Slides, and LMS platforms.
- Able to work independently and take ownership of projects with minimal guidance, from turning raw or incomplete inputs (Slack threads, product specs, SME inputs) into clear briefs, identifying gaps, and delivering the final learning solution.
- Strong writing and visual storytelling skills, with the ability to make complex information simple and easy to understand.
- Hands-on experience using AI models and digital tools to automate and scale L&D work, including quizzes, assessments, content creation, and other learning workflows. Able to identify opportunities to use technology to make learning faster, more scalable, and more effective.
- Comfortable working cross-functionally, especially with Product, Tech, and Operations teams.
Portfolio required: Candidates should be able to demonstrate previous instructional design work, including examples of curriculum design, training materials/eLearning, and visual learning design.
Ramp-Up Expectations
We recognize that learning our tools, culture, and agent landscape takes time. Here's what the ramp-up will look like:
- Month 1: Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
- Month 2–3: Start co-owning content pieces, especially those tied to upcoming product changes. learning projects alongside our in-house IDs or trainers.
Month 4+: Own learning projects end-to-end — from brief to delivery — and become the go-to for anything instructional design in agent education.
Preferred Qualifications
- 3+ years overall in L&D, CX enablement, or content design (minimum 2 years in instructional design).
- Bonus if you’ve worked in CX, product, or tech startups.
- Bonus If you have experience with knowledge bases (like Notion, Zendesk, Helpjuice).
- Experience collaborating with training, QA, compliance, or product teams
- Experience supporting multilingual teams or agents with limited English proficiency is a plus.
Success in this role will be measured by:
- Training effectively prepares agents for new products, processes, and launches.
- Learning is clear, practical, engaging, and easy to apply on the job.
- Strong learner feedback and knowledge/assessment results.
- Learning gaps, confusion, and rework are reduced.
- Content is quickly and effectively adapted based on product changes, performance data, and feedback.