Instructional Designer

Description:

As an Instructional Design Advisor you would be res ponsible for supporting the design, development and implementation of new hire and on-going learning content for the Contact Center within the Service Operations team. In this role you would have the opportunity to move the needle on building cutting edge virtual training and creating a learning journey for our advocates to set them up for success. This role is perfect for someone who wants to improve existing training to enhance employee and patient experience.

How you’ll make an impact:
Use Instructional Design and Agile methodologies, design, develop and implement course content, across multiple modalities and formats, for both new hire and tenured contact center roles
Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location
Continuously enhance the learner experience by reducing lecture, adding interactivity, and incorporating feedback
Use Adult Learning Theory principals, provide consultation to leaders and stakeholders to determine learning strategies
Partner with business SMEs to audit curriculum to identify changes in products, systems and processes that impact training and update the curriculum accordingly
Evaluate the success of training content by analyzing learner feedback and performance data
Write behavior-based assessments to demonstrate knowledge and skill transfer
Lead large-scale projects and coordinate with various internal partners to deliver on-time learning solutions that meet business needs
Communicate effectively with senior level management
Create strategic learning plans integrated with knowledge management and change management
Research and apply industry best practices, trends, and feasibility of various learning modalities
Mentor and coach others on Instructional Design methodologies
Conduct quality audits of peer training
Observe classroom training to determine opportunities to improve facilitation support

What you’ll need to be successful:
High School Diploma or GED required, Bachelor’s Degree and/or instructional design certification highly preferred
5+ years progressive corporate instructional design experience is a must
5+ years developing learning strategy, specifically improving existing training plans required, in an agile environment preferred
5+ years’ experience developing training curriculum for a customer service call center and or Healthcare industry preferred
Experience in designing innovative adaptive learning, social learning, micro-learning, scenario-based learning, conceptual, and system learning
Demonstrated success with business writing and presentation skills
Ability to incorporate the principals of adult learning into designing training curricula for instructor-led and virtual delivery, as well as for eLearning
Ability to lead large projects and coordinate with stakeholders to ensure timely delivery of requested and required training materials
Excellent communication skills (verbal, written, and presentation) at all levels of the organization
Ability to bring innovative thought processes to curriculum design and content curation
Strong skills working with Articulate Storyline required, Camtasia, Adobe Creative Cloud, and Vyond helpful
Graphic design experience helpful
Experience mentoring employees in a peer-to-peer relationship highly preferred