CX Learning & Performance Designer

About the role

The Customer Experience Training team partners with internal and external stakeholders to develop training that enables agents to excel at supporting Sonos products, software, and services. We're a small team with high impact, and we do our best work when we're close to the business.

Responsibilities

• Define and own the learning strategy and curriculum architecture for CX training programs, establishing standards, frameworks, and methodologies that ensure consistency, scalability, and alignment with organizational goals across multiple regions and partner sites
• Serve as the recognized subject matter expert on instructional design and performance improvement within CX, providing technical leadership, guidance, and mentorship to peers and cross-functional partners on learning best practices
• Design and develop complex, multi-modal training solutions including online self-paced courses, instructor-led sessions, virtual learning experiences, job aids, and certification programs that address wide-ranging performance gaps across the CX organization
• Lead the strategic needs analysis process for the function, integrating data from QA findings, performance metrics, product changes, and operational feedback to anticipate training needs 6-12 months ahead and propose proactive learning investments
• Drive consensus among senior stakeholders across CX Operations, QA, Product, and Technology to align learning priorities with business objectives, presenting complex recommendations and influencing resource allocation decisions
• Create and maintain design standards and quality assurance processes for all CX learning content, ensuring technical integrity, brand consistency, and pedagogical effectiveness across the training portfolio
• Own the learning measurement framework, defining metrics and evaluation criteria that connect training outcomes to agent performance KPIs (AHT, CSAT, FCR, quality scores), and using data to continuously improve content and delivery methods
• Proactively embed in CX operations to maintain deep, current knowledge of agent workflows, tools, and challenges, reducing reliance on extended SME cycles by bringing operational expertise directly into curriculum development
• Manage a portfolio of concurrent course development projects at various stages, establishing clear timelines, coordinating cross-functional dependencies, and driving work to completion while balancing speed with quality
• Collaborate with engineering, product, and technology teams to develop specifications for training content related to new products, features, and system changes, ensuring learning solutions are ready at launch
• Identify opportunities to leverage emerging learning technologies, AI-powered tools, and innovative delivery methods to scale training impact and improve learner engagement

Requirements

• 8+ years of instructional design or learning development experience, with demonstrated experience leading learning strategy and curriculum development within or closely alongside a customer service, contact center, or technical support environment
• Bachelor's degree in Instructional Design, Learning & Development, Education, or equivalent experience
• Proven track record of defining learning standards, frameworks, or methodologies adopted across teams or functions
• Experience leading complex, multi-stakeholder learning projects from needs analysis through evaluation
• Expertise in instructional design methodology, including adult learning principles, performance-based design, and curriculum

Benefits

Additional Information

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you'll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. This role can be done from home Building the world's leading sound experience starts with the experience we provide for our people. That's why we've been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices around the globe. This role can be done from any of our offices across the United States or remotely from home. It's about impact, not location. Do you enjoy getting deep into the details of how a job actually works - then turning that knowledge into learning experiences that stick? Do you want to be the person on the Customer Experience Training team who knows the floor, understands what great agent performance looks like, and builds training that closes real gaps? If so, we'd love to talk. The CX Training team is looking for a Learning & Performance Designer who pairs strong instructional design craft with genuine operational curiosity. Someone who spends time with agents and team leads, learns the processes end-to-end, and brings that firsthand knowledge into every course and resource they build.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at sonos? Share your experience