UNKNOWN

ADAPTED_NOW

The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. + Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage.

Overview of Job Function The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base. This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success. Principal Duties and Essential Responsibilities Customer Journey Mapping & Framework Ownership + Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage. + Translate journey maps into stage-gate criteria and triggers that CSMs use to assess customer health, determine next actions, and identify escalation points. + Partner with Customer Success leadership to validate journey frameworks against real customer data and field feedback from CSMs. + Maintain the journey framework as a living document, incorporating changes driven by new product launches, segmentation shifts, or evolving CS strategy. Adoption Toolkits & CSM Resources + Build and maintain adoption toolkits tied to specific journey stages, packaging technical documentation, best practices, and use-case guidance into formats CSMs can deliver directly to customers. + Develop CSM-ready assets for onboarding, adoption, value realization, expansion, and renewal preparation that drive consistency across the Named CSM team. + Curate and repackage existing product, sales, and marketing materials into a unified Customer Success perspective, ensuring resources are practical, current, and easy to consume. + Create scalable resources for the Digital CS team, adapting Named CSM toolkits into self-service formats suitable for tech-touch segments. Multimedia & Visual Resource Development + Produce lightweight video and visual resources such as product walk-throughs, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and SME input. + Develop and manage a resource calendar that aligns multimedia production with product releases, seasonal renewal cycles, and CS campaign priorities. + Own the voice, tone, and visual consistency of all customer-facing CS resources to ensure clarity, accuracy, and alignment with Verint's brand standards. Cross-Functional Coordination + Forge working relationships with Product, Marketing, and Sales to stay ahead of releases, messaging shifts, and go-to-market changes that impact the customer journey. + Collaborate with Marketing on customer-facing communications to ensure CS resources complement (not duplicate) existing marketing assets. + Partner with the Sr. Manager, Value & CS Programs to align resource development priorities with broader CS objectives, playbook requirements, and value framework initiatives. Measurement & Iteration + Define and track usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to inform iteration priorities. + Gather structured feedback from CSMs on resource quality, gaps, and field applicability to drive continuous improvement. Minimum Requirements + Bachelors degree in a related field or equivalent experience. + 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function within a B2B SaaS or enterprise software environment. + Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks. + Strong writing, editing, and storytelling skills with the ability to translate technical material into clear, customer-friendly resources. + Experience producing lightweight video or multimedia assets (scripting, recording, basic editing); full production expertise not required. + Experience working with CRMs (Salesforce), CSPs (Totango), or similar platforms. + Ability to manage multiple concurrent projects and stakeholders in a matrixed organization. + Proactive, self-directed working style with a bias toward execution. + Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable. Preferred Requirements + Experience building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams. + Familiarity with digital/scaled CS motions and creating self-service resources for tech-touch customer segments. + Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios. + Comfort working across departments (Product, Marketing, Sales) without direct authority. Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices. For US Applicants _2025 Benefits Offering (https://fa-epcb-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000196780014&Title=Verint+2025+Benefits)_

Verint Systems, Inc.

CS Journey & Programs Specialist

OTHER

FEED

Collaborate cross functionally with internal teams including Curriculum & Learning, Student Success, Operations, Career Services, and Sales to support interorganizational goals, understand partner needs (e.g., hospital systems and universities), and provide instructional design insight to inform course build and customization decisions. Partner with subject matter experts (SMEs) to analyze complex content, ensure accuracy and relevance, and translate specialized knowledge into clear, instructionally sound learning experiences aligned to program outcomes.

Job Description MedCerts - a Stride Inc. company (NYSE: LRN) - is a national online training provider dedicated to strengthening the workforce through innovative eLearning solutions. Focused on certifications in high-demand areas such as allied healthcare and IT, MedCerts serves individuals from diverse backgrounds, including military members and their families, career changers, and those seeking new opportunities. MedCerts delivers career training through high-quality, video-based instruction, virtual simulations, interactive learning experiences, and hands-on training through experiential learning solutions. The company partners with workforce organizations, healthcare providers, and academic institutions to help build talent pipelines and provide pathways to career advancement, including opportunities for articulated college credit. MedCerts is part of Stride, Inc., a leader in transforming the teaching and learning experience through innovative, technology-enabled education solutions. Stride provides high-quality curriculum and programs to learners across primary, secondary, and post-secondary settings, as well as to military and enterprise partners. For more information, visit medcerts.com. The Senior Instructional Designer will be a key member of the Curriculum and Learning Team. The Senior Instructional Designer plays a critical role in advancing high-quality, learner-centered course design across MedCerts healthcare and IT programs. This role is responsible for leading the design and development of asynchronous, instructor-led, and microlearning experiences that improve learner persistence, course completion, and certification outcomes. As a senior member of the Curriculum & Learning team, this individual serves as a strategic thought partner to leadership, mentors others through best practices, refines instructional design standards, and collaborates cross-functionally to ensure learning solutions align with learner, partner, and organizational, partner needs. GENERAL DUTIES AND RESPONSIBILITIES <ul><li>Lead the end-to-end design and development of new and redesigned online courses, with a focus on asynchronous learning experiences. </li><li>Apply evidence-based instructional design principles, including adult learning theory, Cognitive Load Theory, and the Cognitive Theory of Multimedia Learning. </li><li>Design assessments and learning activities that support mastery, certification readiness, and applied skill development. </li><li>Integrate digital tools and AI-enhanced strategies thoughtfully to improve learner outcomes, not for novelty, but for instructional impact. </li><li>Align course materials with accessibility and usability best practices (WCAG familiarity a plus). </li><li>Partner with subject matter experts (SMEs) to analyze complex content, ensure accuracy and relevance, and translate specialized knowledge into clear, instructionally sound learning experiences aligned to program outcomes. </li><li>Collaborate with contracted resources and third-party vendors to support instructional design and development efforts, including course builds, multimedia production, and learning asset creation, ensuring deliverables meet established standards for quality, consistency, and timelines. </li><li>Collaborate cross functionally with internal teams including Curriculum & Learning, Student Success, Operations, Career Services, and Sales to support interorganizational goals, understand partner needs (e.g., hospital systems and universities), and provide instructional design insight to inform course build and customization decisions. </li></ul> SENIOR LEVEL CONTRIBUTIONS <ul><li>Serve as a trusted thought partner to Curriculum & Learning leadership. </li><li>Lead instructional design initiatives that span multiple projects or organizational priorities. </li><li>Refine and strengthen instructional design standards, templates, and processes. </li><li>Model best practices in learning science, digital pedagogy, and UX/UI for learning environments. </li><li>Inform continuous improvement efforts through learner data, feedback, and performance trends. </li></ul> REQUIRED QUALIFICATIONS <ul><li>Bachelor's degree required; Master's degree preferred in Instructional Design, Education, Learning Sciences, or a closely related field. </li><li>3+ years of professional instructional design experience, preferably supporting higher education and/or workforce-aligned programs. </li><li>Demonstrated expertise in needs analysis and learning solution design, assessment and evaluation design, adult learning theory and learning science, and LMS-based course development with strong attention to UX/UI and learner experience. </li><li>Strong working knowledge of instructional theory and assessment practices with the ability to apply theor</li></ul>

Stride, Inc.

Senior Instructional Designer

Broadbean

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CS Journey & Programs SpecialistVerint Systems, Inc.

Senior Instructional DesignerStride, Inc.

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