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Featured Initiative

Featured Initiative

Building Nextiva Academy

290 words

1–2 minutes

I transformed an unused LMS into a scalable customer education program that now supports thousands of learners and contributes to customer adoption.

Role:

Learning Experience Designer

Responsibilities:

Strategy, LMS Administration, Design & Development, Analytics, Stakeholder Collaboration

Every transformation begins with a problem worth solving.

Nextiva had invested in an LMS that remained unused for six months. Customer education existed through fragmented documentation and team-specific resources, with no centralized strategy to support product adoption or long-term customer success. I was brought in to build the program from the ground up.

What I Built

Learning Strategy

I partnered with stakeholders across the business to identify the highest-impact learning opportunities.

LMS Architecture

I designed the overall structure of Nextiva Academy, including learning paths, course organization, user experience, permissions, and certifications. Every design decision focused on making learning intuitive, scalable, and easy to maintain.

Curriculum Design

I built a role-based curriculum that supports customers from product adoption through advanced site-based administrative implementation.

Content Development

I designed and developed eLearning courses, videos, interactive simulations, job aids, user guides, and certification assessments.

Analytics & Optimization

I implemented reporting dashboards and learner analytics to monitor engagement, completion rates, and learner feedback. These insights guided continuous improvements and helped demonstrate the business impact of customer education.

The success of a learning program is measured by what changes after launch.

5,000+ Learners

85% Course Completion Rate

4.53/5 Stars – Average Course Rating

-19.5% Reduction in adoption-related churn

-15% Reduction in support cases*

*Cases included in this analysis were limited to those that could reasonably be addressed through customer education and training. Cases requiring product fixes, escalations, or other non-training interventions were excluded.