Instructional Designer & Communications Specialist

About GustoGusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually.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. 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.Here’s what you’ll do day-to-day:Instructional DesignDesign, 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.CommunicationsCraft 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 ManagementSupport 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 requiredExperience in applying instructional design models, adult learning theory, and learning sciences in learning solutionsProficiency with e-learning authoring tools (e.g., Articulate 360, Captivate) and learning management systemsStrong 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.Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

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