L&D consultant

Role Purpose

Responsible for the development of instructional designed content for global contact centers. These include course design, manuals, outlines, course lesson plans, evaluation tools and other relevant job aids.

Key Accountabilities

• Conduct training needs analysis through a systematic approach (such as Performance Thinking) by understanding the business need, current competencies, training methods, cost and effectiveness.


• Responsible for managing onboarding and related programs


• Determine the most effective instructional design methods for training delivery, which take into consideration training principles, audience, and complexity


• Identify learning objectives and determine method used for assessing knowledge and skill based off-of defined behaviors and process details.


• Draft and create storyboards, content, and reinforcement tools.


• Responsible for the design and development of training curriculum, including course design, course lesson plans, participant materials, and job aids; and coordinate the updating of all training materials as needed.


• Create knowledge base and maintenance plans ensuring all training materials are kept up-to-date and reflect the latest processes and system changes.


• Lead and manage train the trainer sessions ensuring the intent, content and course flow is understood.


• Evaluate and assess training effectiveness through various data gathering formats (assessments, surveys, etc.)


• Create a reconciliation process for all content to validate outcomes are being delivered as expected.


• Using reconciliation, evaluation results and other feedback, having a strategic (considering timing and resource needs) continuous improvement program in place for training content and tools.

Key Skills & Experiences

Education

• Associates degree or Bachelors degree in adult education or instructional design and training development or an equivalent combination of education and work-related experience.

Experience

• 1 - 3 years progressive work-related experience in instructional design or another relevant field.

Technical Skills and Knowledge

• Demonstrates clear, concise, and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.


• Demonstrated proficiency in gaining desired behaviors through effective training methodologies.


• Demonstrated understanding of instructional program design models, techniques and methodologies (ex: ADDIE, SAM).


• Demonstrated proficiency with publishing and media development programs, Adobe Creative Cloud programs preferred.


• Demonstrated knowledge of basic web design (ex: WordPress, SharePoint, etc.). Experience with


• Microsoft Office, including PowerPoint and Word.


• Awareness in evaluating training effectiveness models, ex. Kirkpatrick.


• Have basic technical troubleshooting abilities to enable a hybrid working model (combination office & remote)


• Must be comfortable using meeting systems and video cameras

Physical Requirement:

• Ensure PCI Compliance and customer data privacy is met in accordance with IHG guidelines


• Flexible work environment with a blend of remote and office work (determined by your line manager)


• Flexible work time based on office hour requirements


• Must provide internet access and some technology per IHG guidelines

Role Purpose

Responsible for the development of instructional designed content for global contact centers. These include course design, manuals, outlines, course lesson plans, evaluation tools and other relevant job aids.

Key Accountabilities

• Conduct training needs analysis through a systematic approach (such as Performance Thinking) by understanding the business need, current competencies, training methods, cost and effectiveness.


• Responsible for managing onboarding and related programs


• Determine the most effective instructional design methods for training delivery, which take into consideration training principles, audience, and complexity


• Identify learning objectives and determine method used for assessing knowledge and skill based off-of defined behaviors and process details.


• Draft and create storyboards, content, and reinforcement tools.


• Responsible for the design and development of training curriculum, including course design, course lesson plans, participant materials, and job aids; and coordinate the updating of all training materials as needed.


• Create knowledge base and maintenance plans ensuring all training materials are kept up-to-date and reflect the latest processes and system changes.


• Lead and manage train the trainer sessions ensuring the intent, content and course flow is understood.


• Evaluate and assess training effectiveness through various data gathering formats (assessments, surveys, etc.)


• Create a reconciliation process for all content to validate outcomes are being delivered as expected.


• Using reconciliation, evaluation results and other feedback, having a strategic (considering timing and resource needs) continuous improvement program in place for training content and tools.

Key Skills & Experiences

Education

• Associates degree or Bachelors degree in adult education or instructional design and training development or an equivalent combination of education and work-related experience.

Experience

• 1 - 3 years progressive work-related experience in instructional design or another relevant field.

Technical Skills and Knowledge

• Demonstrates clear, concise, and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.


• Demonstrated proficiency in gaining desired behaviors through effective training methodologies.


• Demonstrated understanding of instructional program design models, techniques and methodologies (ex: ADDIE, SAM).


• Demonstrated proficiency with publishing and media development programs, Adobe Creative Cloud programs preferred.


• Demonstrated knowledge of basic web design (ex: WordPress, SharePoint, etc.). Experience with


• Microsoft Office, including PowerPoint and Word.


• Awareness in evaluating training effectiveness models, ex. Kirkpatrick.


• Have basic technical troubleshooting abilities to enable a hybrid working model (combination office & remote)


• Must be comfortable using meeting systems and video cameras

Physical Requirement:

• Ensure PCI Compliance and customer data privacy is met in accordance with IHG guidelines


• Flexible work environment with a blend of remote and office work (determined by your line manager)


• Flexible work time based on office hour requirements


• Must provide internet access and some technology per IHG guidelines