Specialist, CS Content and Design- 18m Fixed Term Contract at spotify

About the Role

We are seeking a forward-thinking Learning & Development Specialist (Instructional Designer) who is passionate about designing personalized, tech-enabled learning experiences. This role focuses on preparing Customer and Creator Support advisors to handle complex conversations and troubleshooting through innovative learning design that blends technology and operations in an AI-powered environment.

Key Responsibilities

• →Design tailored, data-supported learning experiences aligned with advisor performance indicators
• →Develop AI-assisted, simulation-based learning and bot-led training experiences
• →Incorporate advisor assist technologies into learning design for mastering new tools and workflows
• →Create content across multiple formats including micro-learning, video, gamified challenges, and just-in-time modules
• →Use generative AI and emerging tools to streamline content development and personalize experiences
• →Partner with global training team, operations, and stakeholders to embed learning into the advisor lifecycle
• →Support integration of Advisor Skills Matrix and learning-performance dashboards into coaching framework
• →Collaborate with site trainers to facilitate simulations and coach critical thinking
• →Help shape new skilling pathways for advisors supporting growth into specialized roles
• →Contribute to building an integrated learning platform connecting content, data, and coaching tools
• →Conduct ongoing needs analysis to identify skill gaps and emerging training requirements
• →Analyze learning outcomes and performance data to iterate and improve content
• →Contribute to development and enhancement of learning analytics dashboards