Instructional Designer II
US-CO-Englewood
Attract-careers1
Req #: 96258
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: Candidates must be willing to participate in at least one in-person interview. You will solve the challenge of transforming complex business processes into engaging, high-impact learning journeys for our customer service agents and leadership. By collaborating with Subject Matter Experts and leveraging modern instructional strategies, you ensure our workforce is equipped with the knowledge and skills necessary for operational success. Your work directly impacts the quality of the customer experience by building comprehensive training programs that shape careers and drive measurable business results. What Success Looks Like (Objectives) * Lead the end-to-end project management of multi-phase training initiatives to ensure the timely delivery of enterprise-critical learning paths * Architect high-impact learning assets, including facilitator guides and interactive CBTs, that measurably improve agent speed-to-proficiency * Translate intricate technical requirements and business objectives into learner-centric content through exhaustive needs analysis and SME collaboration * Implement AI-powered content creation and data analysis tools to personalize learning journeys and increase the efficiency of asset development cycles * Manage the deployment of large-scale curricula via modern LMS platforms, ensuring content accuracy and accessibility for the global workforce * Drive organizational alignment by designing and distributing internal communications, video scripts, and Knowledge Base updates that reflect evolving product standards Qualifications: Core Skills and Competencies (What you'll bring) * Professional expertise in adult learning theory and the application of advanced instructional strategies to drive long-term behavioral change * Advanced proficiency in digital learning creation software, including Adobe Creative Cloud and Articulate 360, to build immersive educational content * Strategic project management skills, specifically the ability to lead multi-phase curricula development from initial conception through evaluation * Expert technical writing and content design abilities, ensuring complex operational procedures are communicated clearly to diverse audiences * AI Application skills to leverage generative AI for rapid content prototyping, data-driven personalization, and instructional efficiency * Critical Experience designing and managing enterprise-wide learning programs that directly influence customer satisfaction and employee performance metrics Minimum Requirements * Bachelor's degree in Education, Instructional Design, Communications, or a related field * Experience using Adobe Creative Cloud, Articulate 360 Suite, or similar learning creation software * Familiarity with modern LMS platforms (e.g., Oracle Learning Management System) * Demonstrated experience independently managing multiple instructional projects from conception to evaluation Visa sponsorship not available for this role
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