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Synthesia, the world's leading AI video platform for business used by 90% of the Fortune 100, is seeking a Senior Instructional Designer to join its Customer Education team in New York. This is a high-visibility role that combines deep instructional design expertise with public-facing representation at major L&D and AI conferences across North America.
You will own the complete learning design pipeline for customer education, starting with rigorous needs analysis. This involves conducting discovery with customers, analyzing product usage and support data, and collaborating with Product, CS, and Support teams to identify genuine learning gaps. You'll separate real needs from feature requests, define personas and success measures, and make evidence-based recommendations before design begins.
On the design side, you'll create courses, certifications, learning paths, and live sessions grounded in strong instructional design principles. You'll produce comprehensive design artifacts—learning objectives, outlines, storyboards, assessment strategies, and format decisions—that enable clean handoffs to the Knowledge & Enablement Specialists. You'll make deliberate modality choices (video, in-LMS, live workshops) and contribute to shared design systems and templates that elevate team standards.
A critical part of this role involves designing and refining AI-accelerated workflows that power the production pipeline. You'll build multi-step, agentic systems (not one-shot prompts), treat them as products to be versioned and evaluated, and know precisely where AI belongs versus where humans must stay in the loop. You'll bring the team along in adopting good AI practices.
You'll also facilitate live customer sessions, webinars, and workshops with genuine energy, and represent Synthesia as a credible voice on instructional design in the age of AI at major North American conferences. This role requires someone equally comfortable designing in quiet focus and commanding a stage.
You'll measure impact using engagement, completion, assessment, and qualitative data, retiring and rebuilding content that doesn't earn its place. The entire content catalog is treated as a living product requiring continuous iteration.
