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Instructional Designer

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The Instructional Designer/Technical Writer position will focus on improving the customer experience by authoring engaging content for use by call center trainers and agents as well as in our self-service help portal. Collaborate with subject matter experts across the company to define needs for .com and call center agent training and communications.

• Develop instructor-led and web-based training to meet business needs
• Publish clear and concise agent and member-facing knowledge articles following established StyleGuide
• Create/manage project plans to coordinate development and delivery of content and manage organization of online help documentation across all products
• Conduct Train the Trainer sessions for outsourced trainers at global sites
• Use graphic design skills to assist in the design/ development of job aids
• Evaluate feedback from internal and external customers to identify areas of opportunity to improve quality and effectiveness of content

Required:
• Bachelor’s degree in Instructional Design, Adult Education, English, Communications, or related field
• 2 – 4 years related experience
• Experience authoring written content
• Experience with Adobe Captivate, Articulate or Adobe Presenter
• Experience with coding/editing basic HTML for formatting content
• Strong depth of technical knowledge to understand and interpret the end-user experience
• Ability to work independently and manage concurrent projects in a fast-paced environment
• Excellent written and verbal communication skills
• Creativity, passion and enthusiasm about the quality of product delivered on a daily basis
• Strong desire to learn and implement new tools
• Initiative to innovate and improve Help, training and communication content

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