POSITION OVERVIEW:

The Instructional Designer role is responsible for consulting with internal stakeholders to create learning solutions, manage and create instructional design training materials, and collaborate with partners across the enterprise to find innovative solutions in an agile business environment. The primary focus of this role is to support the training and upskilling of frontline operations to assist customers better. This includes providing direct training to frontline experts and their leadership.

ESSENTIAL JOB SKILLS/DUTIES:

Design and develop training course material (instructor-led, computer-based, job aides, & assessments) using instructional design techniques in conjunction with adult learning theory.Align learning objectives with business goals while ensuring the quality and accuracy of materials.Outline, storyboard, script, and clearly communicate design ideas and next steps during all parts of the design & development process.Use data-driven insights to assess the state of training content to drive improvements in learning effectiveness and creativity.Collaborate with stakeholders and subject matter experts to determine training strategies and bridge knowledge, skills, or behavior gaps for learners.Create delivery timelines and work collaboratively to determine the best delivery method.Adhere to internal standards, policies, and procedures.Perform other duties as assigned.

SKILLS:

Technical skills:

Exceptional written and oral communication skills.Expertise in adult learning and instructional design for various formats, including instructor-led, eLearning, mobile, and performance support.Proficient in creating engaging learning experiences that emphasize the importance of the content and sustain learner attention.Strong collaboration skills, working with various stakeholders and internal partners to create innovative solutions, give and receive feedback, and creatively solve problems.Superior organizational, communication, and project management skills with the ability to meet tight deadlines, manage multiple projects, and prioritize tasks.Experience using software such as Microsoft Office, Articulate Suite, Adobe Creative Cloud, etc.

Soft/Leadership skills:

Active listener with professional solid communication.Good analytical skills and the ability to identify root causes and implement effective solutions.Time management and ability to take direction from leaders.Team player who can also work independently.Basic understanding of the products and services offered.Adaptable to change and can manage shifting work priorities.Contributes to the team and seeks ways to advance work through relationships.Receptive to both giving and receiving constructive feedback to peers with the intent to improve and enrich relationships.Inspires peers through engagement and team support.Accountable for own performance and supports the team's efforts with a customer-first mindset.