At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

As a Designer, you will play a crucial role in visualizing concepts and supporting policies to deliver an exceptional customer support experience for our riders and drivers. Your work will ensure that content is easily accessible and clear for agents worldwide, contributing to a best-in-class support system. You will report to the LXD Program Lead on the Learning & Performance team. The ideal candidate is someone who is a dynamic and creative, capable of fostering strong collaboration with leaders and trainers, using data to drive continuous improvement and excellence across teams.

Responsibilities:

• Manage the end-to-end design and development of a learning solution, from initial scoping to final learning product release and assessment
• Work closely with team members to develop and execute creative and engaging training programs that help achieve and exceed individual and team goals
• Leverage generative AI tools to enhance content creation and learning experiences
• Use an array of tools to produce materials that promote learning through self-study, practice, performance support, and socialization and knowledge-sharing
• Contribute to the development and implementation of team templates, learning models and overall best practices
• Build strong relationships with stakeholders to set and manage expectations, create project plans, and regularly communicate project updates and status
• Develop performance-based learning objectives and ensure training products are designed and to achieve those objectives through effective design practices, testing, and other best practices
• Share best practices, and help the training team conceptualize, design, and organize projects
• Handle on the spot training as it arises and adjust priorities accordingly 
• Analyze and interpret data from learning solutions to provide insights on success metrics and key performance indicators (KPIs) to stakeholders
• Deliver onboarding for new SCC team members and continuing education for current SCC team members

Experience:

• A passion for creating great learning experiences that drive for excellent customer experiences
• 3+ years of experience in instructional design and developing learning content
• Experience with generative AI applications and research methodologies
• Undergraduate degree or equivalent experience required, Master’s Degree or higher preferred, additional training related certification preferred
• History of driving continual improvements in learning strategy and content through collaboration and prototyping
• Experience with LMS environments, elearning content authoring tools like Articulate, 360, and Vyond, screencasts such as Camtasia, and multimedia production and graphic design tools in Adobe Creative Cloud 
• Project management skills, Agile SCRUM methodologies preferred
• Experience in Action Mapping, ADDIE, and other adult learning principles and instructional design models 
• Demonstrated success with building effective learning experiences in the format of Instructor-led (ILT), blended-learning, simulations, game-based and gamified learning, websites, microlearning, just in time solutions, job aids and infographics, video, and animation/motion graphics
• Demonstrated ability to effectively manage and balance multiple priorities simultaneously in a fast-paced environment with tight deadlines, including the ability to quickly move between tasks
• Strong ability to establish relationships and work collaboratively
• Demonstrated ability to manage a classroom effectively, in person and virtually, including adapting delivery style to fit the needs of the classroom and managing learner behavior
• Experience working on a remote global team preferred
• Experience in designing virtual or e-learning courses for global audiences with diverse educational and cultural backgrounds
• Comfortable collecting, consulting, and prioritizing stakeholder needs in conjunction with organizational goals
• Strong attention to detail and accuracy
• Ability to work independently with timely and appropriate follow up
• Demonstrates analytical and critical thinking abilities
• Be aligned with Lyft’s Core Values: We are customer-obsessed, we strive for excellence, we are accountable, and we all belong

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink – Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $59,040-$73,800. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.