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7607606 - Global L&D Instructional Designer

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Summary


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 
geographies. 

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. 

Key Responsibilities


 Develop scalable and sustainable learning programs for internal and vendor-partner 
athletes. 
 Passionate about instructional design and content creation. 
 Ability to develop content utilizing various delivery methods (learner-led, classroom, 
eLearning, etc.) 
 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 
learning outcomes. 
 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. 

Qualifications 


 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 
leadership levels 
 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 
timelines 
 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.

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