About the Role:

Our CX Learning & Development team is dedicated to shaping a top-tier customer experience and ensuring that customers feel supported throughout their journey with Gusto. This commitment starts by empowering CX Gusties at all levels with the knowledge and tools they need to excel. We are seeking a creative and detail-oriented CX Learning & Development Instructional Designer & Communications Specialist to design impactful training content and craft effective internal communications that drive performance and engagement. The ideal candidate will have a strong background in instructional design, customer service, and experience developing clear, compelling communication strategies that support learning initiatives.

About the Team:

This role is part of our Learning & Development team, within our Customer Experience organization. Our CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

Instructional Design

• Design, develop, and update engaging learning content and programs that meet the evolving needs of CX Gusties at all levels, with a focus on new hire training, continuous up-skilling, business acumen, and leadership development.
• Utilize adult learning principles and instructional design best practices to create learner-centered experiences, including e-learning modules, job aids, and blended learning solutions.
• Collaborate with subject matter experts (SMEs) and stakeholders to ensure training content is accurate, up-to-date, and aligned with business objectives.
• Evaluate and measure the effectiveness of training programs through assessments, feedback, and performance metrics, continuously improving content based on data-driven insights.

Communications

• Craft clear, consistent, and compelling internal communications to support the successful rollout of training initiatives, including emails, newsletters, and instructional guides.
• Partner with the broader L&D team to develop messaging that drives engagement and understanding across the CX organization.
• Act as the point person for managing communication plans for key learning programs, ensuring all stakeholders are informed and aligned throughout the process.
• Develop and maintain a communication calendar to keep CX teams updated on learning opportunities, program launches, and key CX initiatives.

Change Management

• Support change management efforts by developing communications and learning materials that help CX Gusties navigate organizational changes smoothly.
• Implement training programs and communication strategies that promote adoption of new tools, processes, or systems, while minimizing disruption.
• Collaborate with central CX change management efforts to assess training needs and measure the effectiveness of training and communications in supporting change initiatives

Here’s what we're looking for:

• 5+ years of instructional design experience required
• Experience in applying instructional design models, adult learning theory, and learning sciences in learning solutions
• Proficiency with e-learning authoring tools (e.g., Articulate 360, Captivate) and learning management systems
• Strong project & program management skills to handle multiple priorities and deadlines.
• Experience in internal communication strategy, including crafting emails, newsletters, and announcements for various stakeholders.
• Experience creating communication and training plans to drive adoption of new tools, processes, or systems.
• Ability to work independently with minimal oversight, while mentoring and coaching others when needed.
• Strong collaboration skills, with the ability to work cross-functionally and build partnerships with SMEs, stakeholders, and leadership teams. 

Our cash compensation amount for this role is $82,000 - $103,000/yearly in Denver & most major metro locations, and $106,000 - $125,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above