- Collaborates with stakeholders to understand needs and expectations and uncover organizational and performance goals.
- Be an active listener who also knows how to ask insightful questions to unlock a greater understanding of business and learning needs.
- Applies a systematic process to gather, identify, and analyze root causes of learning and performance gaps.
- Makes informed, learning science backed, recommendations for performance improvement solutions to address root causes in partnership with manager or Senior LXD.
- Works with subject matter experts and other resources to transform knowledge into learning solutions.
- Consults with stakeholders to gain commitment for implementing solutions.
- Comfortably use quantitative and qualitative needs analysis techniques to help prioritize our learning efforts.
- Creates and manages a detailed project plan to ensure quality standards and timelines for deliverables are met.
- Utilizes needs analysis to address learning and performance gaps.
- Properly scope and define outcome-driven learning objectives.
- Identifies and selects the appropriate approaches and technologies that follow sound principles of learning theory and align to the specific learning/performance support opportunity.
- Designs logical learning assets that create an effective, efficient and engaging experience for the learner and maximize performance improvement outcomes that yield measurable organizational results.
- Designs and develops instructional materials including job aids, e-learning content, videos, PowerPoint presentations and more with minimal supervision required.
- Write concise and customer-friendly instruction for a variety of learning modalities (e.g., online courses, documentation, resources, in-app messages)
- Conducts reviews of materials with appropriate parties, such as subject matter experts, the design team, and the target audience.
- Proactively collects and incorporates feedback from leaders and stakeholders.
- Builds into the design of learning solutions a variety of both formative and summative evaluation strategies to determine learning mastery and impact.
- Effectively organize content and deliverables in a logical and intuitive manner.
- Regularly QA test and debug learning content.
- Able to prioritize work based on business needs and pivot when organizational needs require it.
- Experiment and use diverse technologies to create interactive, responsive, and user-friendly online courses.
- Continuously evaluates, reports on, and improves existing learning/performance support solutions.
- Intermediate to advanced knowledge of instructional design principles, training techniques, and adult learning theories.
- Intermediate to advanced skills in Microsoft Office Suite
- Intermediate to advanced skills in Adobe Creative Suite
- Intermediate to advanced skills in audio and video production and editing
- Intermediate to advanced skills in e-learning development software (e.g., Articulate Storyline, Adobe Captivate)
- Intermediate to advanced experience with Learning Management Systems (e.g., Saba, Cornerstone, Skillsoft).
- existing learning/performance support solutions.
- Bachelor's degree with major coursework and/or equivalence in instructional design, instructional technology, education technology, adult education, communications, or closely related field.
- 3-5 years of experience conducting needs analysis and designing and evaluating learning programs.
- 3-5 years of hands-on development experience across multiple learning modalities (online, virtual, classroom, blended and social) using authoring tools such as: Captivate, Articulate; web conferencing applications such as Adobe Connect, Zoom, GoToMeeting; and collaboration platforms such as Yammer, SharePoint, Ning or Google.
- Experience with LMS functionality.
- CPLP, ATD, Langevin, or other training certifications or equivalent experience preferred.
- 2+ years of experience in call center, contact center, customer service, or related field, a plus.