Sr Instructional Designer
The Sr. Instructional Designer role is responsible for the creation and maintenance of instructional design materials. The Instructional Designer delivers impactful and innovative learning solutions that strategically align to the needs of our teammates, customer, and partners. A heavy focus on the customer experience is implemented in all learning solutions, this role will look to help us reduce complexity, increase knowledge retention, and reduce our teammates time to proficiency.
Summary of Job Responsibilities
Gather requirements, analyse, design, and develop blended, dynamic, and engaging “outstanding” learning experiences crafting engaging learning activities and compelling course content that improves retention and transfer of learning. These can include (but not limited to) instructor-led in-person and virtual classes, interactive eLearning, and other programs with deliverables, such as project plans, instructor and participant course guides, job aids, and learning assessments, with a focus on customer service skills.
Collaborate and establish relationships with subject matter experts, outsource partners, functional areas, and the training delivery team to build outcome-based content whilst catering for regional needs. Work with subject matter experts to identify target audience’s training needs.
Build and maintain new hire curricula with a primary focus on crafting an outstanding customer experience for our in-person, virtual and outsource partner teammates.
Design and develop instructional programs and materials to support product policy, or process changes in a fast-paced agile environment.
Facilitate and maintain a continuous feedback loop with all of Learning and Performance Support organisation based on business insights that instruct changes to the learning design and priority focus areas.
Learn the business of Client and understand the customers’ needs so that you can most effectively design effective learning solutions that deliver excellent customer experiences.
Develop and lead multiple projects and project plans including total hours to complete a project, draft dates, review dates, final product dates following an end-to-end content design achievement plan.
Deliver, facilitate and/or participate in train-the-trainer, project teams, and other Learning and Performance Support events.
Serve as a training leader with vision and advocate to and for the team, customers, and partners.
Improve the implementation of existing methods and introduce new methods and instructional media standard methodologies to the design team offerings.
Build training in compliance with Instructional Design Quality standards, key processes, style guides and templates.
Work as a professional partner and learning consultant when working with internal customers to solve business problems in ways that meet the needs of all key partners, including the learner.
Lead small to medium-sized regional or global projects with medium to high business impact as assigned.
Maintain open and streamlined communication with all staff involved in new initiatives and projects as related to training. Communicate with client, project management, L&OD, and other staff on all aspects of project from analysis to evaluation.
Align training content to our Quality / Coaching framework standards and look to key inputs from teams such as Performance Optimisation, GCX transformation and VOC customer data to align content to customer and business needs.
Skill Requirements
Bachelor's degree with at least 5+ years’ of experience as an instructional designer with at least 2 years’ experience in a customer service or operations-focused environment. Must have experience designing both functional/role specific and soft skills programs and materials.
Experience in a variety of instructional methods and training techniques including a solid grounding in curriculum design principles, eLearning development tools, virtual learning environments, in-person facilitation skills, blended learning strategies and applying adult learning theories.
Experience in the design and development of new hire onboarding programs and their associated evaluation processes.
Demonstrated knowledge of e-learning authoring programs. Articulate experience is preferred.
Skilled in virtual delivery tools; experience with Zoom is preferred.
Experience with Learning Management Systems
Excellent organisational, verbal, written and social skills that build relationships at all levels across the organisation with a high capacity for influence, collaboration, and consensus.
Thrive in a fast-paced environment, while able to manage conflicting priorities.
Lifelong learner that seizes opportunities for continued personal and professional growth with a passion for helping others.
Proven ability to work in a cross-cultural, remote environment with team dispersed globally.
E-Verify United States Employment Opportunities Only
E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration and allows employers to confirm an individual’s employment eligibility to work in the United States. Under the E-Verify rules, effective September 8, 2009, federal agencies subject to the Federal Acquisition Regulation are required to modify, and include in new contracts, a provision that requires federal contractors and subcontractors to use E-Verify. ITCO Solutions is required to adhere to these requirements.
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Summary of Job Responsibilities
Gather requirements, analyse, design, and develop blended, dynamic, and engaging “outstanding” learning experiences crafting engaging learning activities and compelling course content that improves retention and transfer of learning. These can include (but not limited to) instructor-led in-person and virtual classes, interactive eLearning, and other programs with deliverables, such as project plans, instructor and participant course guides, job aids, and learning assessments, with a focus on customer service skills.
Collaborate and establish relationships with subject matter experts, outsource partners, functional areas, and the training delivery team to build outcome-based content whilst catering for regional needs. Work with subject matter experts to identify target audience’s training needs.
Build and maintain new hire curricula with a primary focus on crafting an outstanding customer experience for our in-person, virtual and outsource partner teammates.
Design and develop instructional programs and materials to support product policy, or process changes in a fast-paced agile environment.
Facilitate and maintain a continuous feedback loop with all of Learning and Performance Support organisation based on business insights that instruct changes to the learning design and priority focus areas.
Learn the business of Client and understand the customers’ needs so that you can most effectively design effective learning solutions that deliver excellent customer experiences.
Develop and lead multiple projects and project plans including total hours to complete a project, draft dates, review dates, final product dates following an end-to-end content design achievement plan.
Deliver, facilitate and/or participate in train-the-trainer, project teams, and other Learning and Performance Support events.
Serve as a training leader with vision and advocate to and for the team, customers, and partners.
Improve the implementation of existing methods and introduce new methods and instructional media standard methodologies to the design team offerings.
Build training in compliance with Instructional Design Quality standards, key processes, style guides and templates.
Work as a professional partner and learning consultant when working with internal customers to solve business problems in ways that meet the needs of all key partners, including the learner.
Lead small to medium-sized regional or global projects with medium to high business impact as assigned.
Maintain open and streamlined communication with all staff involved in new initiatives and projects as related to training. Communicate with client, project management, L&OD, and other staff on all aspects of project from analysis to evaluation.
Align training content to our Quality / Coaching framework standards and look to key inputs from teams such as Performance Optimisation, GCX transformation and VOC customer data to align content to customer and business needs.
Skill Requirements
Bachelor's degree with at least 5+ years’ of experience as an instructional designer with at least 2 years’ experience in a customer service or operations-focused environment. Must have experience designing both functional/role specific and soft skills programs and materials.
Experience in a variety of instructional methods and training techniques including a solid grounding in curriculum design principles, eLearning development tools, virtual learning environments, in-person facilitation skills, blended learning strategies and applying adult learning theories.
Experience in the design and development of new hire onboarding programs and their associated evaluation processes.
Demonstrated knowledge of e-learning authoring programs. Articulate experience is preferred.
Skilled in virtual delivery tools; experience with Zoom is preferred.
Experience with Learning Management Systems
Excellent organisational, verbal, written and social skills that build relationships at all levels across the organisation with a high capacity for influence, collaboration, and consensus.
Thrive in a fast-paced environment, while able to manage conflicting priorities.
Lifelong learner that seizes opportunities for continued personal and professional growth with a passion for helping others.
Proven ability to work in a cross-cultural, remote environment with team dispersed globally.
E-Verify United States Employment Opportunities Only
E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration and allows employers to confirm an individual’s employment eligibility to work in the United States. Under the E-Verify rules, effective September 8, 2009, federal agencies subject to the Federal Acquisition Regulation are required to modify, and include in new contracts, a provision that requires federal contractors and subcontractors to use E-Verify. ITCO Solutions is required to adhere to these requirements.
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