Senior Director, Learning Experience Design

Own the CX curriculum strategy and 12-18 month curriculum roadmap; ensure alignment with product roadmaps, GTM priorities, and customer success outcomes. Lead and scale the Curriculum Development organization (managers and ICs across Curriculum Strategy & Design, Product Learning Development, Internal/Partner Development, Localization & Translation, Media Design). Set standards, hiring plan and budget. Establish and operate curriculum governance, design standards, competency frameworks, and role-based learning paths (including certification and assessment strategy). Translate business and LBP inputs into prioritized curricula and programs; manage intake/prioritization with Strategic Planning & Enterprise Alignment and Learning Business Partners. Drive product learning development for releases: define learning scope, acceptance criteria for release readiness, authoring standards, and launch enablement. Embed assessment design and valid proficiency measurement into curricula (pre/post assessments, scenario assessments, on-the-job evaluations). Ensure localization and accessibility requirements are integrated into design decisions and delivery timelines. Optimize content production workflows and toolset (authoring, translation, review cycles), collaborating with Innovation & Knowledge Strategy to automate where possible. Oversee the Learning AI strategy in partnership with Innovation & Knowledge Strategy: apply generative AI to enhance content creation, personalization, and customer learning experiences while establishing quality, governance, and responsible-use standards. Manage external vendors/contractors for large production work and oversee vendor selection and performance. Provide executive reporting on curriculum investments and business impact; build business cases for resourcing and tooling. 12+ years of experience in enterprise learning, curriculum development or enablement with progressive leadership (including people managers). 5+ years building and managing curriculum functions or large instructional design teams. Demonstrated experience with product learning at scale in a SaaS environment (role-based programs, certifications). Strong understanding of adult learning, assessment design, localization, and content production workflows. Experience with content generation and localization at scale, including translation management and learning tool ecosystems (e.g., authoring tools, LCMS, DAM, review/QA workflows), plus administration and integration experience with large LMS platforms. Hands-on experience applying generative AI to learning/content development (e.g., AI-assisted authoring, summarization, scripting, localization/translation workflows) with clear quality controls and human review. Ability to design AI-enabled learning and customer experiences (personalized journeys, recommendations, in-product guidance, and support content) and to measure impact through experimentation and analytics. Experience setting KPIs and dashboards that measure learning impact and business outcomes. Bachelor's degree required; advanced degree preferred. Experience in a SaaS or HR-tech environment. Experience with certification programs and large-scale curriculum strategies. Experience implementing AI-enabled learning/content platforms or workflows (e.g., content tagging/metadata, knowledge systems, prompt frameworks, and governance for accuracy, privacy, and brand voice). Change management certification (Prosci or similar) or program management certification. Business partnering, influencing, outcomes orientation, analytics and measurement, instructional design literacy, program/project management, AI literacy (generative AI for learning and content), experimentation mindset, and responsible AI/governance.