Customer Education Specialist - Craft Education

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider Craft Education as the next step in your career.

 

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.  

 

At Craft, we’re revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs.  Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs.  Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.

 

Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs.  We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.  

 

If you’re looking to join the work-based learning revolution, we’d love to talk with you.  At Craft, you’ll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development.  We couldn’t be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you’ll consider joining us.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Pay Range: $60,300.00 - $90,500.00

Job Description

• Develops a comprehensive customer education strategy from scratch, focusing on low digital literacy users and first-time customers in the apprenticeship space.
• Creates and adapts learning resources (e-learning modules, video tutorials, step-by-step guides, webinars, etc.) tailored to customers with varying levels of technical and digital proficiency.
• Collaborates closely with cross-functional teams (Customer Success, Product etc.) to ensure educational content is aligned with product updates and customer needs.
• Leverages innovative methods for delivering education that simplify complex concepts and empower customers to feel confident in using the product.
• Establishes and tracks key performance indicators (KPIs) to evaluate the effectiveness of educational programs, such as user engagement, satisfaction, and learning outcomes.
• Continuously iterates on educational content based on customer feedback and usage data to ensure it meets the evolving needs of our diverse customer base.
• Acts as a strategic partner in scaling our customer education efforts in parallel with our company’s growth trajectory.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.  This document's contents or related job requirements may change at any time with or without notice.

Qualifications

• Ability to create educational content that accommodates low digital literacy users and complex customer needs.
• Strong instructional design skills and familiarity with e-learning tools (e.g., Articulate, Adobe Captivate) with the ability to pivot strategies based on real-time user feedback.
• Excellent communication skills and an ability to translate complex ideas into simple, understandable formats for users with little experience in digital platforms.
• Ability to work independently and thrive in a fast-paced, early-stage company.
• Data-driven with a strong focus on customer outcomes, constantly seeking ways to improve based on measurable impact.
• Demonstrated success in creating impactful educational resources

• Bachelor's degree in education, instructional design, or a related field.

Experience

• 3+ years in customer education or instructional design, preferably in startups or underserved populations.

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.  Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

Experience with startups or underserved populations.

Work Location

Work location is determined by role and business needs. In addition to our headquarters in Salt Lake City, UT, we have several satellite locations across the US. Senior leadership, administrative functions, and technology teams are typically assigned to work in one of our office locations. While this position will begin with a Remote/Work-From-Home designation, this position will work "In-Office" once a dedicated space in Nashville, TN is established.

#LI-MM1

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI