Customer Learning Experience Lead

The Customer Learning Experience Lead designs and delivers instructional content that helps Fullbay customers adopt and succeed with our SaaS platform. This role oversees the LMS and collaborates with Customer Success, Support, Product, and Marketing to design impactful learning experiences throughout the customer journey. While focused on external education, this role also supports internal training to ensure consistency and model best practices.

Primary Duties & Responsibilities:

• Responsible for overall design and building engaging learning experiences and course content that support customer training across key lifecycle stages—including onboarding, feature adoption, advanced workflows, and role-based certifications—to drive knowledge retention and real-world application.
• Manage Fullbay Learn (LMS) by uploading, testing, assigning, and reporting on training materials, while using data to optimize programs and measure impact through completion rates, feedback scores, and support or retention metrics.
• Explore and incorporate AI tools such as ChatGPT and Articulate 360 AI features to improve course development efficiency, content quality, personalization, and learner engagement.
• Identify appropriate content for various audience channels and collaborate with subject matter experts to build effective training.
• State instructional end goals and develop content that aligns with learning outcomes.
• Design and develop supporting educational material/media (e.g., audio, videos, graphics, simulations, webinars, games).
• Conduct instructional research and learner analysis to support content design.
• Apply tested instructional design theories, practices, and methods.
• Provide exercises, assessments, and interactive activities to reinforce learning.
• Contribute to internal education by maintaining and expanding the internal knowledge base.
• Follow established SOPs and documentation practices.
• Maintain organized project documentation and course folders.
• Adheres to all confidentiality and compliance regulations.
• Perform other duties as assigned.

Minimum Education & Work Experience:

• Bachelor’s degree in Training Education, Communications, or equivalent work experience
• Three (3)+ years’ work experience designing and developing web-based training for customers, preferably within a SaaS based environment.
• Minimum 3 years of experience managing a learning management system (LMS), such as LearnUpon, including course setup, user assignments, and reporting.
• Strong understanding of learning styles, instructional methods, and how to build compelling video, text, and visual content.
• Experience using AI tools (e.g., ChatGPT or Articulate 360 AI) in instructional design is highly preferred.

Key Skills and Qualifications:

• Experience with SaaS software and adult learning principles.
• Proficiency with tools including Zoom, LearnUpon (LMS), Articulate 360 Suite (including Rise and Storyline), Adobe Creative Suite, and Google Workspace.
• Strongly preferred: Familiarity with AI-assisted course design tools such as Articulate 360 AI features and large language models like ChatGPT to streamline development, support rapid prototyping, and enhance personalization in e-learning.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.