General Description

The global learning shared services Learning Experience Designer is responsible for translating internal and external customer needs into high-impact learning solutions that will improve the skills, knowledge, and performance of employees and leaders in a call center environment. The instructional designer will utilize instructional design and performance improvement processes to analyze, design, develop, implement, and evaluate instructional materials and performance improvement programs that are aligned to business needs.

Responsibilities

• Develop and manage small and medium-scale instructional design projects, including all details, such as purpose, business objectives, learning objectives, project timetable milestones (and go/no-go points), team member roles and responsibilities, resources required, service level agreements, estimates, rollout plans, follow-up and project evaluation plans, reports, and review and approval cycles.
• Develop strong relationships with key internal global clients to enhance long-term communication, effectiveness, and understanding of end-client value propositions. Collaborate with key stakeholders such as Operations and Quality, as well as with clients. Develop network of contacts throughout the organization to determine client-facing learning development opportunities.
• Collect and analyze quantitative and qualitative data to develop fact-based recommendations, as well as progress and success measurement approaches.
• Assist in the creation of SOW’s for client-facing learning development opportunities.
• Consult with business analysts, product/project managers, and application developers to identify training needs and propose creative learning solutions (options) appropriate for business and learning objectives.
• Develop and maintain project plans and schedule.
• Develop and maintain project communications including status reporting, meeting facilitation and reports, and stakeholder management.
• Identify and manage issues and risks.
• Prepare reports by collecting, analyzing, and summarizing data and trends.
• Work closely with subject matter experts and Content Developers on developing training content.
• Develops and implements strategies to measure the effectiveness of learning programs
• Adhere to the standard ADDIE methodology, while leveraging best practices in adult learning theories, for instructional design
• Identify and interview subject matter experts and target audiences to determine client’s business and performance requirements
• Determine the learning goals and identify appropriate learning solution(s) and/or comprehensive training plan for a given situation – and, vary the elements/approach of the instructional design to maintain the attention of the learner and to produce the most appropriate solution
• Develop concise, creative, effective, and high-quality instructional materials. Course deliverables include design documents, objectives, video scripts, storyboards, eLearning, WBTs, job aids, reinforcement materials, prototypes, instructor and participant materials.
• Ensure training is innovative, and engaging, appealing to a Gen Y audience
• Manage content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness and ensuring final project deliverables are of the highest quality
• Design, conduct and analyze surveys, tests, interviews, focus groups, observation procedures, sampling techniques, and reports to evaluate learning solutions
• Complete analysis of all existing training on a specified topic and identify improvement opportunities to improve learning effectiveness and retention
• Work in team environment and collaborate with other members of the learning and development organization located around the globe

Available for occasional travel if necessary

Please refer to job description.