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Learning Experience Designer

The Wayfair Global Service LXD team is seeking a highly skilled Learning Experience Designer to join our dynamic, fast-paced organization. In this role, you will create and maintain impactful training programs across all aspects of Customer Service & Sales with a strong emphasis on continuous learning and measurable performance outcomes.

You will thrive in an agile, change-driven environment, partnering closely with stakeholders to rapidly understand new initiatives, processes, and business needs.

What you’ll do

Strategically Partner and Design

Collaborate with stakeholders and subject matter experts (SMEs) across our global Service & Sales organization to identify and address critical training needs for individuals, workgroups, and the broader organization. Design and develop innovative learning solutions using advanced adult-learning principles and systematic instructional design methodologies.

Create and Innovate Content

Develop and update content and curricula that directly support the competency models for each Service role. Lead medium- to large-scale content projects using project-management tools. Your proven Articulate Storyline expertise to create interactive, highly engaging content is a core requirement; and your experience leveraging AI Assist in Articulate is highly valuable to this role.

Build Interactive Learning Experiences

Design microlearning, videos, job aids, simulations and assessments. Create dynamic, Digital Adoption Assets assets using WalkMe for service support and proactive campaigns, driving change adoption.

Drive Performance with Technology & AI

Lead the integration of AI across the LXD process from content creation and assessment design to workflow automation ensuring scalable, future-ready learning solutions. Apply these technologies to support high-impact change initiatives in an agile environment, delivering measurable business value.

Collaborate Globally

Work effectively with multicultural, virtual teams to deliver consistent, high-quality solutions across regions.

What you’ll need :

Essential Experience & Skills

Proven track record in a call center learning and development environment

Minimum 2+ years of developing self directed learning content

Expertise in curating and developing learning content across ILT, VILT, and self-paced modalities

Experience in using Generative AI for creation of video learning materials (Synthesia or similar)

Advanced Axonify expertise, including topic / KLP design and analytics to drive content strategy and continuous improvement

WalkMe implementation experience with smart walkthroughs and proactive campaigns

Articulate Storyline mastery for creating interactive, visually compelling modules.

Strong project management, stakeholder engagement, and storytelling skills

Deep knowledge of ADDIE / SAM and adult learning theories

Experience evaluating training using frameworks such as Kirkpatrick

Ability to manage multiple priorities and deliver solutions in a fast-moving, agile environment

Preferred Qualifications

Advanced degree in Education, Learning & Development, or related field

Knowledge of agile methodologies and product development cycles (Plan, Discover, Build, Adopt)

Types of tasks for this role

Integrate Infohub updates into existing materials

Design and package curricula within the LMS for specific verticals

Lead WalkMe updates and new build-outs

Maintain ILT / VILT and self-paced training materials

Audit program materials and ensure curriculum accuracy

Own curriculum maintenance for standing programs

Lead continuous improvement workstreams

Partner with trainers, senior training managers, executive SMEs, and other LXDs to gather feedback and enhance programs

Align with assigned business verticals

Deliver on key change initiatives while meeting evolving business needs in a rapidly changing environment

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form (https : / / docs.google.com / forms / d / 1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here (https : / / www.aboutwayfair.com / careers / careers-faq) .

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https : / / www.wayfair.com / careers / privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.