The Global Learning & Knowledge Management team (GLKM) drives learning transformation and knowledge management across multiple lines of business within the Global Servicing Group (GSG), which includes partnering with our internal recruiting team to select and train new colleagues and ongoing training for more tenured colleagues. GLKM is responsible for colleague performance, engagement and development through the creation, procurement and deployment of robust, dynamic and customized learning solutions, programs and tools that enable GSG business strategic priorities and equip newly hired and tenured customer care professionals, specialists and people leaders with the skills and knowledge to provide the world s best customer experience every day. GLKM supports over 30,000 GSG colleagues across the globe in 9 languages and in 20+ markets.
The GLKM Learning Architecture Team partners with and supports global GSG businesses by setting learning strategy, identifying learning needs, building robust curriculum, and delivering next generation learning to new hires and tenured colleagues through effective channels. The Design team s work is pivotal in driving continuous improvement in the quality, effectiveness, and efficiency of training for the Customer Care Professional (CCP) and Specialist population and improving the overall learner experience.
How will you make an impact in this role
The successful candidate will have passion and experience in learning curriculum design and working closely with his or her team, SMEs, and learning solutions vendors to develop instructor-led face-to-face, instructor-led live virtual, leader-led, and asynchronous learning solutions.
The successful candidate will:
- Be responsible for the development of highly engaging and interactive learning solutions using industry standard e-learning software.
- Apply advanced adult learning theories into practical, application-based learning design and development with the ability to convert strategies to effective and engaging learning experiences.
- Possess the ability to work in a team environment to design, develop and build blended learning experiences.
- Partner and collaborate with other learning professionals and business partners in delivering a globally consistent learning experience.
- Develop comprehensive measurement strategies for all learning solutions to demonstrate business impact and effectiveness.
- Communicate effectively in visual, oral and written form and deliver engaging presentations to business leaders.
- Acquire and apply new technology skills to instructional design practice.
- Be a thought leader in instructional design and innovation.
Minimum Qualifications
- Must be able to communicate in English as per business standards
- Design learning that reflects an understanding of the diversity of learners, including the demonstrated understanding of cultural differences that may apply
- Extensive experience in Instructional design application with the ability to convert strategies to effective and engaging learning experience
- Proficient user in Articulate 360 (Storyline, Rise, etc.) and Adobe Captivate
- Ability to trouble-shoot issues within Design Tools (Articulate & Captivate)
- Experience working in an agile and waterfall design environment
- Ability to work in a team environment to design, develop and build blended learning experiences
- Acquire and apply new technology skills to instructional design practice to drive innovation
- Proven e-learning design and development experience and experience designing, developing and delivering emerging learning solutions including game-based learning, video creation, simulations and immersive scenarios requiring multiple branching elements strongly preferred
- Demonstrated thought leadership and the ability to drive innovation
- Demonstrated ability to apply concepts, techniques, and theory of other disciplines to instructional design assessment strategies
- Proven experience as an Instructional Designer in a corporate and financial services area
- Software skills MUST have been applied / used in a recent position, able to share features of the tools used
- Highly proficient in the use of Microsoft Office Products, Word, PowerPoint, Excel and Project are a must
- Excellent analytical skills, experience with using learning management systems to drive the delivery of training solutions
Preferred Qualifications
- An education degree or certification in Performance Technology, Instructional Design, Adult Learning or Teaching is strongly preferred
