Role Description
As a Learning Experience Designer within Dropbox’s Customer Advocacy organization, you will create engaging, accessible, and effective learning experiences that help customers and administrators understand Dropbox products, complete key tasks, and achieve their goals.
You will design and maintain customer education across Dropbox Learn, product-launch education, learning paths, multimedia tutorials, and other self-service learning experiences. Working closely with cross-functional partners, you will translate complex product capabilities and customer needs into clear, actionable instruction.
You’ll combine instructional design principles, digital content production, and responsible AI-assisted workflows to develop scalable learning experiences. Your work will contribute to helping customers become more confident and successful with Dropbox products while improving the consistency, quality, and accessibility of customer education.
Responsibilities
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Design, develop, publish, and maintain engaging, accessible, and accurate customer learning experiences across Dropbox products and education platforms.
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Create and update web-based training, learning paths, product-launch education, tutorials, multimedia content, and other instructional resources.
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Translate complex product workflows and customer needs into clear, task-oriented instruction with logical sequencing and actionable next steps.
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Author, publish, and maintain learning content using Contentful and related content-management and learning-delivery platforms, including quality assurance and localization preparation.
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Collaborate with Product, Product Marketing, Customer Advocacy, Support, subject-matter experts, and program managers to deliver education aligned with customer and business needs.
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Responsibly leverage AI tools to support content drafting, storyboarding, synthesis, analysis, and production efficiency while validating outputs for accuracy, accessibility, instructional quality, and customer relevance.
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Support continuous improvement of learning experiences through reusable templates, documented processes, customer feedback, performance insights, and content-quality standards.
Requirements
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Experience creating or maintaining customer-facing learning, instructional, technical, enablement, or product education content.
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Ability to translate complex product concepts and workflows into clear, structured, task-oriented instruction.
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Experience using content-authoring, learning-management, or publishing platforms.
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Ability to collaborate effectively with subject-matter experts and cross-functional stakeholders to develop and refine instructional content.
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Understanding of instructional quality principles, including accuracy, accessibility, consistency, and learner usability.
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Strong organizational skills and the ability to manage multiple content deliverables, incorporate feedback, and meet deadlines.
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Ability to learn and responsibly use AI-assisted tools to improve productivity while maintaining accountability for content quality and accuracy.
Preferred Qualifications
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Experience developing web-based training, interactive learning, quick-start guides, video tutorials, or progressive learning paths.
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Familiarity with Contentful, Articulate, Wistia, or comparable content and learning-production tools.
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Experience supporting product launches, localization, or customer self-service education programs.
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Experience using learning analytics, customer feedback, or content-performance data to inform improvements.
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Experience collaborating with distributed teams in a technology or SaaS environment.
Durable Skills
AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:
- Awareness: Understand yourself and others.
- Judgment: Evaluate information and make decisions in complex situations.
- Adaptability: Learn, adjust, and stay effective through change.
- Connection: Communicate, collaborate, and build trust.
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.