Technical Design Strategist

📍 Job Overview

Job Title: Technical Design Strategist

Company: DaVita Kidney Care

Location: El Segundo, California, United States of America

Job Type: Full-Time

Category: Learning & Development Operations / Digital Learning Strategy

Date Posted: January 20, 2026

Experience Level: Mid-Senior Level (Implied 5-10 years)

Remote Status: On-site (Implied by location and lack of remote designation)

🚀 Role Summary

• Spearhead the technical strategy and execution for in-app messaging and digital learning solutions, primarily leveraging the Pendo platform.

• Drive continuous improvement initiatives within the IT Learning & Development (IT L&D) team to enhance user experience, functionality, accuracy, and efficacy of digital learning content.

• Serve as the central technical expert, guiding a team in the development and deployment of in-app onboarding, training, communication, and support initiatives.

• Align digital learning content with application workflows and overarching business objectives, ensuring a cohesive and impactful learning experience for teammates.

📝 Enhancement Note: The role of "Technical Design Strategist" within an IT L&D context, especially with a focus on Pendo, strongly indicates a need for expertise in operationalizing digital learning platforms and content. This involves not just creation but also strategic deployment, performance analysis, and continuous process improvement, which are core tenets of operations roles. The emphasis on technical expertise, data analysis, and cross-functional collaboration aligns with the operational demands of managing a digital learning ecosystem.

📈 Primary Responsibilities

• Act as the primary technical liaison for the Pendo team, providing expert guidance on platform strategy, content development, and implementation best practices.

• Mentor Pendo team members on technical aspects of development, troubleshooting, and optimizing in-app guides, tooltips, and walkthroughs.

• Evaluate incoming development requests to determine Pendo's suitability, assessing alignment with business goals and recommending alternative learning modalities when appropriate.

• Lead the end-to-end creation and deployment of Pendo in-app content, ensuring seamless integration with teammate workflows and adherence to UI/UX best practices for optimal user experience.

• Collaborate with Product, IT L&D, and other stakeholders to understand user needs, translate them into effective Pendo solutions, and maintain communication channels with the Product team for feature awareness.

• Utilize Pendo analytics, dashboards, survey data, and user research to assess guide effectiveness, identify areas for improvement, and recommend strategic adjustments to enhance platform utilization and impact.

• Maintain and update the Pendo guide template library and develop storyboard templates to standardize development requirements and ensure consistent quality and branding.

• Establish and oversee quality assurance processes for guide review, verification aligned with releases, and periodic SME content review cycles.

• Create and maintain comprehensive process and procedure documentation for Pendo operations, ensuring alignment with project workflows and automation tools like ClickUp.

• Stay abreast of emerging trends and best practices in digital learning and performance support, leveraging instructional design expertise to develop integrated learning solutions.

📝 Enhancement Note: The responsibilities clearly delineate a blend of technical platform management, strategic content deployment, and operational process ownership. The mention of "vetting/assessing Pendo requests against other learning and performance support modalities" and "forwarding requests to the Product team" highlights a gatekeeping and strategic portfolio management function, common in operations roles.

🎓 Skills & Qualifications

Education:

• Bachelor’s Degree in a related field (e.g., Instructional Design, Technical Communication, Information Technology, Business Administration) or equivalent combination of education and progressively responsible work experience.

Experience:

• Extensive, hands-on experience with the Pendo platform, demonstrating proficiency in designing, building, and deploying complex in-app messaging and guides.

• Proven experience in instructional design, including eLearning development, needs assessment, and stakeholder engagement.

• Demonstrated experience applying adult learning theory and methodologies to design and develop effective training solutions.

• Strong project management skills, with a track record of managing learning projects from scoping through deployment and assessment.

• Experience working with cross-functional teams, including Product Owners, Software Developers, UX Designers, and business stakeholders.

• Experience analyzing data to inform decisions and recommendations, particularly related to user behavior and learning effectiveness.

Required Skills:

• Pendo Platform Expertise: Deep understanding and practical application of Pendo for in-app guides, tooltips, walkthroughs, and Resource Center content development and deployment.

• Instructional Design Principles: Proficiency in adult learning theory, ADDIE model, and best practices for creating engaging and effective digital learning content.

• Technical Acumen & Problem-Solving: Ability to troubleshoot technical issues, understand software workflows, and guide technical development.

• Data Analysis & Interpretation: Skill in using Pendo analytics, dashboards, and other data sources to assess performance and drive strategic recommendations.

• Project Management: Ability to manage multiple development assignments, track progress, and ensure timely delivery of Pendo initiatives.

• Content Development & QA: Experience in creating, reviewing, and verifying digital content for accuracy, usability, and alignment with business goals.

• Collaboration & Communication: Excellent verbal and written communication skills, with the ability to mentor, present complex information, and work effectively with diverse teams.

Preferred Skills:

• Experience with rapid development tools for creating various learning assets (e.g., video, self-paced courses).

• Proficiency in graphic design applications such as Adobe Illustrator and Photoshop for creating standard graphics and template assets.

• Familiarity with project management/workflow automation tools like ClickUp.

• Experience in data analytics and visualization tools beyond Pendo's native capabilities.

• Certifications such as Certified Professional in Talent Development (CPTD) or Associate Professional in Talent Development (APTD).

📝 Enhancement Note: The requirements emphasize deep platform-specific knowledge (Pendo) and core operations competencies like project management, data analysis, and process improvement, framed within an L&D context. The blend of technical platform expertise with instructional design and strategic thinking is characteristic of roles that bridge technology operations and user enablement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing successful Pendo implementations, including examples of in-app guides, tooltips, and walkthroughs that have measurably improved user onboarding, training, or support.

• Provide case studies or examples of how data analytics (e.g., Pendo analytics, user feedback) were used to inform the design, iteration, or strategic direction of digital learning solutions.

• Include examples of process documentation or workflow diagrams related to content development, quality assurance, or platform management for digital learning initiatives.

Process Documentation:

• Evidence of creating and maintaining clear, comprehensive documentation for Pendo platform usage, content development workflows, and quality assurance procedures.

• Demonstrate experience in establishing and managing processes for content review cycles, including SME validation and alignment with product release schedules.

• Showcase an ability to develop and utilize standardized templates (e.g., storyboards, guide templates) to streamline development and ensure consistency in design and user experience.

📝 Enhancement Note: Operations roles often require candidates to demonstrate past performance through a portfolio. For this role, the portfolio must highlight concrete examples of Pendo strategy execution, process optimization, and data-driven decision-making in the digital learning space.

💵 Compensation & Benefits

Salary Range: $104,000.00 - $150,000.00 per year

Benefits:

• Comprehensive Health & Wellness: Medical, dental, and vision insurance coverage.

• Financial Security: 401(k) plan with a company match, and Paid Time Off (PTO) with a PTO cash-out option.

• Family Support: Access to family resources, EAP counseling sessions, backup child and elder care services, and maternity/paternity leave.

• Personal Development: Headspace® subscription for mental well-being, and robust professional development programs including on-demand virtual leadership and development courses via StarLearning.

• Work-Life Balance: PTO cash out options, and a supportive environment for personal and professional growth.

Working Hours:

• Full-time position, typically around 40 hours per week. While the core hours are standard, the role may require flexibility to manage global teams or address urgent technical issues as needed, particularly given the "alert/emergency coverage schedule" mention.

📝 Enhancement Note: The salary range is provided and falls within typical market rates for a specialized technical and strategic role of this nature in the US. The benefits package is extensive, offering significant support for employee well-being and professional growth, which are key differentiators for attracting and retaining talent in operations and tech-adjacent fields.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare (Kidney Care Services)

• DaVita operates within the critical healthcare sector, providing dialysis services and related care. This industry demands high standards of reliability, patient focus, and operational efficiency. The IT L&D team supports this mission by ensuring teammates are well-trained and equipped with the necessary digital tools and knowledge.

Company Size: Large (Implied by multiple locations, extensive benefits, and structured job roles)

• As a large organization, DaVita likely offers structured career paths, established processes, and a broad reach for its initiatives. For operations professionals, this means working within a defined framework, with opportunities for impact through process refinement and system optimization across a significant user base.

Founded: The provided data does not specify the founding date, but DaVita is a well-established company in the dialysis industry.

Team Structure:

• IT Learning & Development (IT L&D) Team: This role is embedded within the IT L&D team, suggesting a focus on technology-enabled learning solutions.

• Reporting Structure: The Technical Design Strategist works closely with Training Program Managers (TPMs) and likely reports to a TPM or an L&D Manager. They operate as a technical lead and mentor within the Pendo team, guiding peers without direct managerial authority.

• Cross-functional Collaboration: Close collaboration is expected with Product teams (UI/UX, User Research), other IT stakeholders, and business unit leaders to align learning solutions with user needs and business goals.

Methodology:

• Data-Driven Decision Making: Emphasis on utilizing Pendo analytics, dashboards, survey data, and user research to inform strategy and measure effectiveness.

• Agile/Iterative Development: The mention of "continuous improvement efforts," "scoping incoming requests," and "guide review aligned with releases" suggests an agile or iterative approach to developing and deploying learning content.

• Process Standardization: A focus on creating and maintaining documented processes, templates, and best practices for Pendo operations and content development.

Company Website: https://www.davita.com/

📝 Enhancement Note: Understanding DaVita's industry (healthcare) is crucial, as it implies a high stakes environment where operational accuracy and efficiency in training are paramount. The IT L&D context, combined with the "Technical Design Strategist" title, positions this role at the intersection of technology operations, learning strategy, and user experience.

📈 Career & Growth Analysis

Operations Career Level: Mid-to-Senior Level Specialist/Lead

Reporting Structure:

Operations Impact:

The primary impact of this role is on teammate enablement and operational efficiency. By ensuring effective in-app guidance and digital learning, the strategist directly contributes to:

• Faster and more accurate user adoption of IT systems and applications.
• Reduced reliance on traditional support channels through self-service in-app resources.
• Improved overall user experience and satisfaction with technology tools.
• More efficient execution of business processes by well-trained teammates.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in Pendo and other digital learning platforms, potentially leading to roles like Senior Pendo Specialist, Digital Learning Architect, or Platform Operations Lead.

• Strategic Leadership: Transition into roles with broader strategic oversight of the entire digital learning ecosystem, managing multiple platforms or teams, such as L&D Strategy Manager or Head of Digital Learning Operations.

• Cross-Functional Transition: Leverage strong stakeholder management and process skills to move into related operations roles within IT, Product Management, or Business Process Improvement.

• Instructional Design & Content Strategy: Further develop expertise in instructional design, moving into roles focused on curriculum design, learning experience design, or content strategy for complex technical subjects.

📝 Enhancement Note: The career path for a "Technical Design Strategist" in an operations context often involves moving from specialized platform expertise to broader strategic roles, or deeper dives into specific areas like user experience design or learning technology management.

🌐 Work Environment

Office Type: On-site (Implied)

Office Location(s):

• 601 Hawaii St, El Segundo, California, 90245-4814, United States of America.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with TPMs, stakeholders, and team members, suggesting an open office layout or a work environment that fosters team interaction and knowledge sharing.

• Technology Access: As an IT L&D role, expect access to standard office technology, including computers, communication tools, and specialized software like Pendo, potentially graphic design tools, and project management systems.

• Operations Focus: The environment likely supports a structured approach to work, with an emphasis on process adherence, data tracking, and continuous improvement, aligning with operational best practices.

Work Schedule:

• Standard full-time hours (approximately 40 hours per week) are expected. The mention of an "alert/emergency coverage schedule" implies that occasional flexibility or on-call duties might be necessary to address critical system or training issues, which is common in operational support roles.

📝 Enhancement Note: While the exact workspace setup isn't detailed, the emphasis on collaboration and technical tools points to a dynamic environment common in IT and operations teams. The location in a major California business hub suggests access to resources and a professional atmosphere.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and potentially a brief recruiter call to assess basic qualifications, experience with Pendo, and understanding of L&D principles.

• Hiring Manager/Team Interview: A more in-depth discussion focusing on your technical expertise with Pendo, instructional design background, project management approach, and problem-solving skills. Expect behavioral questions about collaboration and mentoring.

• Portfolio Presentation/Case Study: A key stage will likely involve presenting your portfolio, showcasing specific Pendo projects, explaining your role, the challenges, the solutions implemented, and the measurable outcomes. You may be asked to walk through a specific case study demonstrating your process and strategic thinking.

• Cross-Functional Stakeholder Interview: An interview with representatives from Product, UX, or other key business units to assess your ability to collaborate effectively and understand diverse stakeholder needs.

• Final Interview: Potentially with a senior leader in IT L&D or a related department to discuss overall fit, strategic vision, and long-term career aspirations.

Portfolio Review Tips:

• Quantify Impact: For each Pendo project, clearly articulate the business problem, your specific contribution, the technical solutions implemented, and – most importantly – the measurable results (e.g., increased adoption rates, reduced support tickets, improved task completion times, higher user satisfaction scores).

• Showcase Process: Demonstrate your understanding of operational processes by including examples of how you've documented workflows, managed QA, or utilized data for continuous improvement. Highlight your ability to create and maintain templates.

• Highlight Technical Prowess: Clearly explain the technical complexity of the Pendo solutions you've developed and how you navigated potential challenges.

• Articulate Strategy: Go beyond just showing what you built; explain the strategic thinking behind your Pendo implementations. How did they align with business goals? How did you adapt the strategy based on data or user feedback?

• Tailor to DaVita: Research DaVita's mission and values. Frame your experience and examples in a way that resonates with their focus on patient care, teammate well-being, and operational excellence in healthcare.

Challenge Preparation:

• Be prepared for case study-style questions where you might be asked to design an in-app onboarding flow for a new feature, troubleshoot a scenario where Pendo guides are underperforming, or propose a strategy for improving user adoption of a specific application using Pendo.

• Practice articulating your thought process clearly and concisely, and be ready to explain how you would leverage Pendo's features and analytics to address the challenge.

• Prepare to discuss how you would measure the success of your proposed solution.

📝 Enhancement Note: The interview process for a role like this heavily emphasizes practical application and demonstrable results. A strong portfolio that showcases operational execution and strategic thinking with Pendo is critical.

🛠 Tools & Technology Stack

Primary Tools:

• Pendo: This is the core platform. Expertise in its full suite of features for in-app guides, tooltips, walkthroughs, Resource Center, analytics, and user segmentation is essential.

• Project Management Tools: Experience with tools like ClickUp (explicitly mentioned) for task management, workflow automation, and project tracking.

• Collaboration Platforms: Tools such as Microsoft Teams, Slack, or similar for team communication and virtual collaboration.

• Microsoft Office Suite: Advanced proficiency in Word, Excel, and PowerPoint is a requirement for documentation, data analysis, and presentations.

Analytics & Reporting:

• Pendo Analytics: Primary tool for user behavior tracking, feature adoption, guide performance monitoring, and data-driven insights.

• Business Intelligence (BI) Tools: While not explicitly mentioned, familiarity with BI tools for data aggregation and visualization might be beneficial, especially if integrating Pendo data with broader company dashboards.

• Survey Tools: Experience using survey data (potentially integrated with Pendo or standalone) for user feedback collection.

CRM & Automation:

• CRM Systems: While not directly managed by this role, an understanding of how CRM data might inform user segmentation or personalization within Pendo could be advantageous.

• Workflow Automation: Experience with tools or concepts related to automating tasks within the learning development lifecycle, potentially leveraging ClickUp or other integration platforms.

• Content Management Systems (CMS): Familiarity with CMS concepts may be useful if the Resource Center integrates with broader content repositories.

• Image Editing Software: Proficiency in Adobe Illustrator and Photoshop for developing standard graphics and template assets.

📝 Enhancement Note: The technology stack is heavily centered around Pendo and related operational tools for project management and content creation. This highlights the role's operational focus on managing and optimizing a specific, critical technology platform for learning and user enablement.

👥 Team Culture & Values

Operations Values:

• Data-Driven Decision Making: A strong emphasis on using analytics and user feedback to guide strategy, measure success, and drive continuous improvement in digital learning solutions.

• Process Excellence & Efficiency: Commitment to developing, documenting, and adhering to efficient processes for content creation, quality assurance, and platform management to ensure consistent, high-quality output.

• Collaboration & Teamwork: Valuing cross-functional partnerships and open communication to ensure learning solutions are aligned with business needs and user experiences.

• Continuous Learning & Improvement: A proactive mindset focused on staying updated with industry trends, platform capabilities, and best practices to enhance learning effectiveness and user enablement.

• User-Centricity: Prioritizing the teammate experience by designing intuitive, effective, and accessible in-app guidance and learning content.

Collaboration Style:

• Proactive & Consultative: Engaging with stakeholders early and often to understand needs, provide expert guidance on Pendo capabilities, and collaboratively design solutions.

• Mentorship & Knowledge Sharing: Actively guiding and mentoring team members on technical aspects and best practices, fostering a culture of learning and shared expertise within the Pendo team.

• Process-Oriented: Working within defined processes and workflows while also identifying opportunities for optimization and improvement.

• Feedback Integration: Open to receiving and providing constructive feedback to ensure the ongoing effectiveness and quality of digital learning assets.

📝 Enhancement Note: The described values and collaboration style align with typical operations team cultures that prioritize efficiency, data, and collaborative problem-solving, all within a framework of continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Technical Expertise with Strategic Vision: Effectively translating deep Pendo knowledge into actionable strategies that align with broader business objectives and learning goals.

• Managing Diverse Stakeholder Needs: Collaborating with various departments (Product, IT, Business Units) that may have competing priorities or different levels of technical understanding.

• Ensuring Scalability and Consistency: Maintaining a high standard of quality and consistency across a growing number of Pendo guides and applications, especially in a large organization.

• Measuring ROI of In-App Guidance: Demonstrating the tangible business impact and return on investment of Pendo initiatives through robust data analysis and reporting.

• Keeping Pace with Platform Evolution: Staying current with Pendo's feature updates and evolving best practices in digital learning and user experience design.

Learning & Development Opportunities:

• Deepen Pendo Mastery: Become a recognized expert in advanced Pendo features, analytics, and integration capabilities.

• Expand Instructional Design Skills: Further develop expertise in various learning modalities, user experience design for learning, and learning analytics.

• Develop Leadership Skills: Gain experience in mentoring, leading project teams, and influencing strategy without direct managerial authority.

• Explore Data Analytics: Enhance skills in data analysis, visualization, and reporting, potentially using broader BI tools to complement Pendo analytics.

• Industry Certifications: Pursue certifications like CPTD or specialized Pendo training to formalize expertise and enhance professional credibility.

📝 Enhancement Note: Identifying potential challenges and growth areas helps candidates understand the role's demands and future trajectory, which is crucial for operations professionals seeking long-term career development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to scope a user request and determine if Pendo was the right solution versus another learning modality. What was your process and outcome?"

  • Preparation: Be ready to discuss your assessment criteria, stakeholder engagement process, and how you weigh different learning approaches against business goals and user needs.

• "How do you ensure your Pendo guides are technically sound, user-friendly, and aligned with business objectives? Walk us through your QA and stakeholder review process."

  • Preparation: Detail your quality assurance methodology, including testing, SME reviews, and how you incorporate feedback from Product/UX and business stakeholders.

• "Imagine a new feature is being launched in [DaVita application]. How would you approach designing and deploying an effective Pendo onboarding experience for it?"

  • Preparation: Outline your step-by-step process from understanding the feature and user needs to content creation, technical implementation, deployment, and post-launch analysis.

Company & Culture Questions:

• "How do you see the 'Technical Design Strategist' role contributing to DaVita's mission of providing excellent kidney care?"

  • Preparation: Connect your role's impact on teammate enablement and operational efficiency to DaVita's core mission. Emphasize how well-trained teammates lead to better patient outcomes.

• "Describe your experience mentoring junior team members or guiding peers on technical topics. How do you foster a collaborative environment?"

  • Preparation: Provide specific examples of how you've shared knowledge, helped others overcome technical hurdles, and contributed to a positive team dynamic.

• "How do you use data to drive decisions and measure the success of your Pendo initiatives? Can you give an example?"

  • Preparation: Be prepared to discuss specific metrics you track (e.g., guide completion rates, feature adoption, user feedback scores) and how you've used this data to iterate on or improve strategies.

Portfolio Presentation Strategy:

• Tell a Story: For each project, clearly articulate the problem, your role and actions, the solution, and the quantifiable results. Use a narrative structure to make it engaging.

• Focus on Impact: Emphasize the "so what?" of your work. How did your Pendo implementation benefit the users, the team, or the business? Quantify whenever possible.

• Showcase Process & Strategy: Demonstrate your operational thinking by explaining your methodology, how you collaborated, and the strategic rationale behind your design choices.

• Be Ready for Deep Dives: Anticipate questions about specific technical implementation details, challenges you faced, and how you adapted your approach.

📝 Enhancement Note: Interview preparation for operations roles often requires candidates to demonstrate not just technical skills but also a strategic mindset, problem-solving abilities, and a clear understanding of how their work impacts business objectives.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link: https://davita.wd1.myworkdayjobs.com/DKC_External/job/00653---Playa-Davita-CBO/Technical-Design-Strategist_R0441095

• Tailor Your Resume: Highlight your extensive Pendo platform experience, instructional design background, project management achievements, and any experience with process documentation or improvement. Use keywords from the job description.

• Prepare Your Portfolio: Curate 2-3 strong case studies showcasing your most impactful Pendo projects. Focus on demonstrating technical execution, strategic thinking, data analysis, and measurable results. Be ready to present these clearly and concisely.

• Research DaVita: Understand their mission, values, and the healthcare industry context. Prepare to articulate how your role contributes to their overall success and how you can integrate into their "community first, company second" culture.

• Practice Interview Responses: Rehearse answers to common behavioral and situational questions, particularly those related to technical problem-solving, collaboration, and data-driven decision-making, as outlined in the "Interview Preparation" section.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.