Job Description

About the team:

As part of the Customer Experience (CX) L&D team, you will be responsible for the design and delivery of learning and development programs that build world-class experiences for our customers. Specifically, you will be accountable for creating training and educational programs related to skills training, new hire onboarding, product launches, and new process or policy implementations, among other areas for our CX associates and registered representatives using a variety of instructional methods.

In this role, you will also be responsible for building CBTs (Computer-based training) webinars, and other training programs utilizing LMS platforms. Assignments will include; needs analysis, custom course development, editing, evaluation and learning assessments. Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields. The ideal candidate will provide resolutions to a diverse range of complex problems and will assess curriculum improvement opportunities, revise training collateral and make recommendations as necessary. Provides assessment and oversight of training effectiveness and provides support and feedback to trainers as required.

What you’ll do day-to-day:

Create engaging learning activities and compelling course content that enhance CX team’s knowledge, and skill of; new and existing programs, tools and our industry
Work with subject matter experts and identify target audience’s training needs
Visualize instructional graphics, the user interface and the finished product, to work with, design, vendor partners, and delivery team
Conduct instructional research and analysis on learners and contexts
Provide a high-level overview of all projects throughout development
Apply tested instructional design theories, practice and methods
Provide exercises and activities that enhance the learning process
Create supporting material/media (audio, video, simulations, role-plays, games, etc.)
Maintain project documentation and course folders

About you:

Minimum 2 years of instructional systems design experience on projects involving adult learning audiences
Training development experience involving adult learners, such as in a call center and/or customer service and support environment
Superb written and verbal communication skills and proficiency in writing instructional content
Shown ability to create content for a global audience
Experience analyzing, building, and assessing curricula for asynchronous and synchronous classroom-based or virtual training environments
Fluency with instructional systems design models and methodologies, authoring tools, and learning management systems integration
Experience as a content developer on Instructional Systems Design projects related to adult learners
Confirmed effectiveness with global and virtual teams
Experience creating learning content for multicultural adult audiences
Experience with project management and time management tools and methodologies
Proven proficiency with Apple operating systems
Proficiency with word processors and presentation software applications including G-Suite tools