Learning Experience Designer

THE OPPORTUNITY

As a Learning Experience Designer within Gong’s Professional Services organization, you will design the learning experiences, and build the AI driven system behind them, that help enterprise customers adopt Gong and turn it into business results. You will sit on the Learning Design team in Education Services, part of Adoption Services, and serve as the shared learning design resource for all of Professional Services.  Scaled education at Gong is owned by three teams in our Product organization: Gong Academy, Help Center, and In App Guidance. You will work closely with all three. Your focus is what comes next: the deeper, tailored, and premium learning enterprise customers need once the basics are in place.

This is a builder role for a learning designer who has experience with AI and is ready to shape how it can improve customer learning. You should have some experience using AI tools, and be excited to deepen that experience as part of the role. You’ll start from a strong foundation, including an existing tailored training architecture and Gong’s Outcome Delivery System, and help develop the workflows and capabilities the program needs as it grows.

RESPONSIBILITIES

Learning Design Partner for Professional Services

• Serve as the shared learning design resource for Education Services, Managed Services, Consulting, Advisory, and Partner Delivery.
• Run a single intake and prioritization process for learning design requests across Professional Services.
• Create and maintain an instructional design rubric that teams use to review customer facing assets before they reach customers.
• Partner with Academy, Help Center, and In App Guidance on a release readiness cadence, so customer content stays current with every release.
• Manage multiple projects and programs from scoping through launch, with clear timelines and stakeholder updates.

AI Content System

• Design and run an AI orchestrated workflow that takes content from intake to outline, draft, SME review, and publish.
• Build the system underneath it: templated, AI ready content types, a shared product and process knowledge base, and reusable skills and prompts that capture the design decisions you make repeatedly. The system uses the AI tools our team works with today, such as Claude and ChatGPT, and the rest of the stack is open for you to help shape.
• Build AI agents or automations that keep content current as the product changes, flagging what needs an update and drafting changes for your review.
• Decide where AI drafts and where a person owns the work, and set review standards for accuracy, accessibility, and quality.
• Monitor and improve these agents and workflows over time, folding each review decision back in so the system needs less manual upkeep.

Enterprise and Premium Learning

• Design and build tailored training assets, enablement kits, job aids, eLearning, video, and workshop materials that Education Services delivers to Gong’s largest customers, so every engagement starts from a proven base.
• Partner with Academy to define where scaled education ends and premium begins, and design premium offerings such as certifications and paid Academy content.
• Scope and build custom learning content for paid Professional Services engagements, and partner with the Services team to package that work into paid learning offerings that you scope into Statements of Work and stand behind.
• Build a repeatable, scalable way to deliver custom engagements, so customers get the assets they need quickly instead of waiting weeks for a custom build.
• Use learner feedback, product usage, and customer signals to decide what to build, update, or retire.

QUALIFICATIONS

Experience and Skills

• 4+ years of experience in instructional design, learning experience design, or customer education, ideally in B2B SaaS.
• A portfolio of learning experiences you designed for adult learners, with evidence of the results they produced.
• Strong grounding in instructional design frameworks, including adult learning theory (such as Knowles’ principles), performance analysis models (such as Gilbert’s Behavior Engineering Model), design models (such as ADDIE, SAM, or Action Mapping), and evaluation models (such as Kirkpatrick), and the judgment to know when each applies.
• Experience designing accessible learning content.
• Strong project and program management skills, including prioritizing and scoping requests and building the processes and frameworks that programs run on.
• Experience connecting learning data to product usage or business outcomes.

AI, Technical, and Collaborative Skills

• Experience building AI agents or automations, running/building certification programs, creating paid learning offerings, scoping Statements of Work, or working with revenue teams is a plus.
• Hands on experience building LLM workflows, automations, or agents that support the full learning design process, such as tracking product changes, flagging outdated content, and drafting updates for review, not just generating content. Examples from work, personal projects, or experimentation all count. You can show what you built, what worked, and how you checked the output.
• Systems thinking. You design content as modular, reusable components with consistent structure and metadata.
• Experience with course authoring tools, LMS platforms, and video.
• Consultative communication. You can work with SMEs, push back with evidence, and explain your approach to senior stakeholders.
• Strong cross team collaboration, keeping processes, content, and programs aligned across Professional Services and Product.
• A builder mentality. You are comfortable being the first in a role and creating structure where none exists yet.
• Curiosity and drive to lead what comes next. You stay active in the customer education and instructional design community, keep experimenting with how AI changes the way learning systems are built, and keep pushing the boundaries of what is possible.
• Willingness to travel occasionally

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $91,000 - $132,000USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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