Learning Experiences Design Manager

Company Description

Freshworks is a dynamic and rapidly expanding SaaS company dedicated to delivering innovative customer engagement software solutions. With a strong focus on customer success, Freshworks empowers businesses to foster meaningful connections with their customers and drive revenue growth. The Revenue Enablement team is looking for a creative, organized, tech savvy Learning Experience Designer (LxD) with experience working across multiple instructional delivery modalities to join our team in London.

Job Description

This role focuses on curriculum development, people management, and program management. You will partner with our Go-to-Market (GTM) teams to lead the design of measurably effective and engaging learning programs and resources to equip our sales, partner, and customer success teams with the skills, knowledge, and resources necessary to sell Freshworks products. With expertise in adult learning and instructional design, you will lead the process of translating challenging business into engaging learning solutions in partnership with subject matter experts and senior stakeholders. The ideal candidate takes a holistic approach to the design of learning solutions and enablement resources, is exceptional in multi-tasking and organization, possesses excellent communication skills, and has the ability to work cross-functionally with experience managing learning experience designers and multimedia developers. They also have broad experience, curiosity, and learning agility that enables them to quickly become a subject matter expert in their own right. Excellent verbal and written English communication skills are critical. A portfolio, work sample, or design task completion may be required.

Key responsibilities: 

• Team Leadership & Collaboration 

  • Lead, mentor, and develop a team of learning experience designers, fostering a culture of creativity, collaboration, and excellence.

  • Provide guidance, coaching, and feedback on the end-to-end design and development of learning experiences, ensuring projects are delivered on time, within scope, and at high quality, aligned with project and business objectives.

• Global Scalable Training: 

  • Design cutting-edge training that can be scaled globally, including exercises, tutorials, job aids, knowledge assessments, social or connected learning strategies, and multimedia-based assets.

• Stakeholder Management & Communications

  • Partner with subject matter experts and stakeholders from organizations across the company to understand learning needs, define priorities, and manage expectations.

  • Serve as the primary point of contact for learning design requests, ensuring alignment with business goals and learner needs.

  • Effectively communicate project updates, learning strategies, and design rationale to stakeholders at various levels.

• Ongoing Quality and Impact Assessment 

  • Define and track key performance indicators and mechanisms to continually evaluate the impact and effectiveness of learning programs.

  • Analyze learning data, feedback, and assessment results to make data-driven improvements.

  • Ensure high-quality learning experiences that are well-structured, have a logical flow, and are easily understood.

  • Develop assessments that effectively measure learner outcomes and performance.

  • Ensure consistency in user experience, branding, digital accessibility, and style across learning solutions.

• Learning Tools and Operations

  • Ensure that the technical components of e-learning experiences are operating smoothly and efficiently, building workflows and reporting mechanisms where needed.

  • Stay updated on learning approaches, technology, and tools through continuous research, ensuring that our solutions remain innovative.

Qualifications

Preferred Qualifications:

• Graduate degree in learning design, learning science, instructional design, educational psychology, or similar field

• 5+ years of experience designing digital learning experiences (including interactive eLearning modules and job aids) to support adult learners

• Strong organizational and project management skills.

• Excellent communication, presentation, and interpersonal skills

• Exceptional writing and editing skills

• Working knowledge of eLearning authoring tools, such as Articulate 360 (Rise & Storyline), Camtasia, Vyond, Canva, and the Adobe Creative Suite

• Experience creating learning evaluation plans

• Ability to work independently and collaboratively in a fast-paced environment

• Strong knowledge of inclusive and accessible design, including WCAG

• A proactive and adaptable mindset with a commitment to continuous improvement and learning

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.