About the role

The primary focus of this role is to craft clear, compelling narratives and training materials for the CX teams that synthesize hands-on tools adoption and customer journey maps into learning excellence. You will also own the strategy, creation, maintenance, and iteration of our CX onboarding and broader learning programs, as well as the content structure and governance of our CX tools and services.

In the role of Senior CX Instructional Designer, you will report to the Director, CX Enablement. 

We are considering applicants for the location of Los Angeles.

Core Areas of Responsibility

• Lead storytelling and deck development: Create audience-appropriate narratives, visuals, and executive-ready decks; translate technical work and metrics into insights, tradeoffs, and recommendations; maintain reusable templates and a source-of-truth content library.
• Own onboarding programs and learning experiences: Lead needs analysis, curriculum design, delivery, and iterative improvement for new-hire ramp and role-specific pathways; design assessments that measure behavior change.
• Leverage Crunchyroll’s toolset: Operate across Crunchyroll’s collaboration, analytics, authoring, and content platforms; document scalable workflows and continuously improve them.
• Stand up content operations: Establish templates, versioning, style guides, and DA/DRI review loops across bootcamp materials, SOPs, playbooks, and knowledge base content.
• Champion accessibility and inclusion: Ensure content and experiences meet accessibility standards, support localization as needed, and reflect inclusive practices.
• Leverage Crunchyroll’s toolset: Operate across Crunchyroll’s collaboration, analytics, authoring, and content platforms; document scalable workflows and continuously improve them.

About You

• 12+ years in instructional design, enablement, or knowledge roles supporting CX audiences.
• Immersive storytelling excellence: Proven ability to craft narratives that drive agent adoption into immediate impact while supporting our customers.
• Data storytelling: Comfort with metrics and qualitative signals; ability to contextualize data, derive insights, and recommend actions and tradeoffs.
• Learning design expertise: Strong grasp of ADDIE/SAM or similar frameworks; experience designing blended learning with measurable outcomes.
• Exceptional writing and editing: Clear, concise writing for CX audiences; strong editorial judgment and consistency.
• AI Literacy: Hands-on experience with generative AI tools or specialized instructional design AI assistants for content creation and editing.
• Technical fluency: Familiarity with CX operating models and the ability to translate “how work gets done” into content.
• Tool adaptability: Fast learner across Crunchyroll’s tools; able to connect systems and automate where practical to streamline content operations.
• Portfolio required: Only applications with portfolios will be considered.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance 

#LifeAtCrunchyroll #LI-Hybrid