Senior Learning Experience Designer

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

As a Senior Learning Experience Designer within Customer Success at Cash App, you will take a strategic role in designing, developing, and scaling learning solutions that drive frontline employee success. You will leverage deep expertise in adult learning theory, instructional design, and emerging technologies to create engaging, data-driven, and high-impact learning experiences.

At this level, you will not only design and implement learning solutions but also drive learning strategy, mentor other designers, and partner with cross-functional teams to ensure alignment with business goals. This is a highly visible role and your work will shape the future of learning at Cash App by optimizing training effectiveness and innovating new methodologies.

Come lead the way in transforming learning experiences for our team!

You Will

Strategic Learning Design & Innovation

• Lead the end-to-end design, development, implementation and evaluation of innovative learning programs that enhance employee performance.

• Develop scalable and adaptable learning programs that integrate e-learning, instructor-led training, microlearning, and blended learning methodologies, creating a comprehensive experience for learners.

• Ensure the highest standards of instructional design and learner experience, creating visually compelling, scalable, accessible, and pedagogically sound training materials that drive engagement and performance.

• Advise and drive learning strategy, ensuring alignment with business needs, operational goals, and performance metrics.

• Leverage advanced learning technologies such as AI-driven personalization, simulations, interactive video, and adaptive learning platforms to enhance learning experiences.

Stakeholder & Program Leadership

• Independently lead cross-functional project teams on high-priority, high-visibility learning initiatives, driving strategy, execution, and innovation to support critical business objectives. Make data-driven strategic decisions to optimize learning impact, enhance learner engagement, and align training solutions with evolving organizational goals. Minimal manager support needed. 

• Partner with senior leaders and subject matter experts to identify knowledge gaps and implement training solutions that drive business impact.

• Influence and consult with cross-functional teams, including Product, Operations, and Enablement, to embed learning into business processes.

• Develop metrics and analytics strategies to measure the effectiveness of learning programs and make data-driven optimizations.

• Serve as a thought leader in learning design, staying ahead of industry trends, piloting new ways of working and continuously improving learning methodologies.

Mentorship & Advancement 

• Mentor and provide guidance to Learning Experience Designers, fostering a culture of growth and innovation.

• Champion a knowledge-sharing culture, helping to establish best practices and ensuring consistency across learning solutions. 

• Proactively question and challenge the status quo, taking the initiative to find and solve problems or improve practices. 

• Explore opportunities to innovate and take informed principled risks to improve work outcomes. 

You Have

• 5+ years of experience in instructional design, learning experience design, or corporate training.
• 2+ years of experience designing for frontline employees in customer service, support, or operational roles.
• Expertise in adult learning principles, instructional design models, and learning measurement strategies.
• Strong project leadership experience, managing multiple learning initiatives across diverse stakeholders.
• Proficiency in learning authoring tools such as Articulate Storyline, Adobe Creative Suite, and video editing platforms.
• Experience implementing interactive learning experiences using AI, gamification, and data-driven personalization.
• Strong writing, communication, and presentation skills, with the ability to influence and drive stakeholder buy-in.

Even Better

• Experience developing programmatic learning solutions at scale.
• Background in customer success or service-oriented learning programs.
• Experience working with Learning Management Systems (LMS) and Learning Experience Platforms (LXP).
• Understanding of learning analytics, A/B testing, and performance improvement methodologies.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.