About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
Leadership/Team Quote:
Customer Service at Booking.com is anchored in a clear mission: to be the trusted companion for travelers and partners — delivering personalised, seamless support across every step of the Connected Trip. For CS Learning & Development this means: to enable agents with the skills, tools, insights, and support to confidently represent Booking.com and deliver exceptional service.
Role Description:
The Instructional Designer is responsible for designing engaging, impactful, and scalable learning solutions that directly enable CS to deliver on its strategic and operational objectives, making Learning a performance enabler.Using modern authoring technologies, AI-assisted workflows, and evidence-based design principles, this role delivers learning initiatives to a global audience in an Agile, scalable manner.This role is ideal for a self-motivated, creative, and forward-thinking L&D professional who is passionate about learning innovation, emerging technology, and making a measurable impact on customer experience.
Key Job Responsibilities and Duties:
Design and develop state-of-the-art learning experiences — including e-learning modules, blended programmes, microlearning, simulations, videos, and job aid
Apply proven instructional design models (ADDIE, SAM, Agile ID) and learning theories (constructivism, spaced repetition, retrieval practice) to underpin all design decisions
Leverage AI tools proactively to accelerate and elevate the quality of instructional design outputs — from content drafting to visual creation
Use prompt engineering and AI-powered authoring and media tools (e.g., Synthesia, Powtoon, HeyGen, ElevenLabs, Articulate AI) to create high-quality video, voiceover, and interactive content at scale
Continuously explore and evaluate emerging AI tools, bringing forward recommendations for adoption where they add genuine value to the learning cycle
Mentor and develop the instructional design capability of Learning Specialists (Junior to Senior), supporting their growth in digital design skills and staying current with industry trends
Qualifications & Skills:
Min. 5 years of proven experience in an Instructional Design role in a Customer Service Organization
Demonstrated track record of using AI tools to improve instructional design outputs — including content generation, interactive elements, visual design, and personalisation
Advanced proficiency in modern e-learning authoring tools such as: Articulate Storyline 360, Rise 360, Adobe Captivate, or iSpring
Proficiency in AI-powered content creation tools: Synthesia, HeyGen, Vyond AI, Articulate AI, or equivalent
Experience with LMS and LXP platforms (e.g., Docebo, Degreed, 360Learning, Cornerstone)
Deep knowledge of instructional design models (ADDIE, SAM, Agile ID) and learning theories (constructivism, spaced repetition, cognitive load theory)
Bachelor's or Master's degree in Instructional Design, Educational Technology, Learning & Development, or a related field — or equivalent professional experience.
Team player and great collaborator
Benefits & Perks - Global Impact, Personal Relevance:
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion at Booking.com:
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
This section should provide:
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment ScreeningIf your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
