Job
Description
Job Requirements Role/Job Title Analyst- Curriculum & Content Development Primary responsibilities 1. Content Design & Development: • Design engaging, interactive, and learner-centric training content focused on customer-centric behaviors, service excellence, and customer experience transformation. • Develop e-learning modules, workshops, playbooks, microlearning assets, and other digital learning materials. • Preparing scripts for nano learning and video courses. Also preparing quick action guides, byte size content • Developing training material associated with the project such as instructor guides, participant guides, handouts, design documents, curriculums, job aids and assessments etc. • Working on tools like Adobe ,Canva, articulate, Vyond etc would be an advantage 2. Generative AI Integration: • Leverage AI-powered tools (such as ChatGPT, Synthesia, or similar) to generate, optimize, and scale learning content. • Experiment with AI-driven storytelling, chatbots, and adaptive learning models to improve engagement. • Train AI models to support role-play simulations, customer interaction scenarios, and behavioral reinforcement. 3. Instructional Strategy & Learning Design: • Apply adult learning principles, instructional design models (ADDIE, SAM, etc.), and behavioral psychology to create effective learning journeys. • Design gamified experiences, interactive case studies, and immersive learning formats (AR/VR, video-based learning, etc.). • Develop self-paced learning modules as well as instructor-led training (ILT) and virtual ILT (VILT). • Design storyboards on the agreed training framework and curriculum • Design and develop instruction – led, Video based learning and e-learning training programs. 4. Content Personalization & Engagement: • Design AI-driven adaptive learning paths based on employee roles, behaviors, and learning preferences. • Create learning nudges, push notifications, and microlearning interventions to reinforce customer friendly behaviors. • Drive education and awareness program and campaigns through both online & offline channel 5. Collaboration & Stakeholder Engagement: • Work closely with Customer Experience teams, L&D, HR, and leadership to align learning content with business goals. • Partner with SMEs, trainers, and digital learning teams to co-create content that drives behavior change. SECONDARY RESPONSIBILITIES • Collaborate with internal stakeholders to achieve the desired business objectives in terms of NPS and similar CX metrix. • Support team effectiveness by covering essential tasks during planned or unplanned absences. • Collaboration with Subject Matter Experts (CX leaders, Managers, Frontline teams etc) • Knowledge management and repository maintenance • Customer feedback integration
