If you're the one for this role, you'll be joining this client's Global Consumer Services, Center of
Excellence team. This team makes life easier for our call center athletes so they can provide
premium, personal and easy direct consumer support for all Consumer Services, Global Digital
Commerce, Digital Marketing, and Corporate initiatives and objectives.
As a Global L&D Instructional Designer, you accomplish this by developing and sustaining world-class,
impactful learning and performance solutions for our North America and global
You'll identify specific training needs and gaps for assigned projects against required
capabilities. You'll design, develop, deliver (primarily through our train-the-trainer model) and
evaluate training solutions to ensure efficiency and optimize learning and performance for our
call center athletes. You will also partner with Quality and Operations stakeholders, and
outsourced vendor partners to build relationships and ensure learning-focused processes, tools,
programs and expectations are followed appropriately. You will create training (delivered in a
variety of ways: learner led, instructor-led, e-Learning via Storyline, etc.) that will elevate skills
and increase key functional capabilities through partnership with SMEs. You will maintain a
global-mindset and partner with the greater Learning & Development community to
create innovative learning solutions that align to global business strategies.
Develop scalable and sustainable learning programs for internal and vendor-partner
Passionate about instructional design and content creation.
Ability to develop content utilizing various delivery methods (learner-led, classroom,
Be an advocate for internal and vendor-partner athletes and deliver relevant, efficient
and effective training, resulting in behavioral change.
Partner with Global Consumer Services business and other stakeholders to develop key
relationships for consistent, effective work to happen.
Develop knowledge and expertise for assigned projects, programs and their expected
Follow our systematic training methodology process, which includes creating and
managing individual project plans, timelines and deliverables to efficiently and
effectively deliver learning programs.
Analyze and manage evaluations and learning and business metrics for programs,
aligned with business and team impacts.
Call center work experience
Bachelor's degree, preferably in Education, Business, Adult learning, Instructional Design
or a related field
3 years of professional work experience creating training programs
Experience training evaluation
Experience effectively writing/creating multiple, complex training programs for a variety
of learning delivery methods
Excellent verbal and written communication skills and ability to influence across various
Knowledge of instructional design and adult learning theory
Experience in consulting, designing and delivering training content to all level of
employees in a global retail organization.
Demonstrated ability to use data to influence decision making and learning solutions.
Experience working in a global business environment preferred.
Ability to manage multiple projects on various levels with different and converging
Understanding of adult learning theory
Storyline experience preferred
Experience in training project management
Ability to work weekends and flexible hours
Ability to travel domestically and internationally up to 25% time.