Sr. Instructional Designer, D2AS Learning Experience

Device, Digital &amp; Alexa Support (D2AS) Learning Experience is seeking a Sr. Instructional Designer to create high-quality and impactful learning for a global audience. You will create and continuously improve learning programs to enable Customer Service Associates (CSAs) to keep raising the bar for the world class service they provide to customers. You will be responsible for developing multimedia-rich learning programs, exercises, tutorials, job aids, assessments, and other multimedia-based assets that go beyond traditional ILT, VILT, or eLearning courses using a variety of design and authoring tools.<br/><br/>This is a virtual role that can be based anywhere in Europe where an Amazon Contact Center or Corporate Office has a presence.<br/><br/>Key job responsibilities<br/><ul><li>Design and develop engaging and effective multimedia learning solutions to enable CSAs to successfully support customers with a wide range of complex issues.</li><li>Create programs that are optimized for accessibility and diversity, equity, and inclusion, utilizing a variety of learning modalities (e.g. self-directed eLearning and video, classroom or virtual instructor-led activities, job aids)</li><li>Be the voice of the learner, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve our programs.</li><li>Establish and maintain relationships with subject matter experts (SME) to assist in guiding you through developing accurate and relevant content for global audiences in a variety of subject areas.</li><li>Conduct stakeholder and SME interviews to determine, recommend and document project instructional standards, learner engagement strategies and evaluation plans.</li><li>Experiment with new learning strategies, methods, and pilot programs and maintain strong understanding of learning technology industry trends and best practices.</li><li>Lead projects through the design lifecycle from scoping, research and analysis, design, development, launch, and analyzing impact.</li><li>Provide clear timelines through all phases, communicating with key partners, and selecting appropriate measurement for successful implementation.</li></ul><br/>About the team<br/>Amazon Digital, Device &amp; Alexa Support (D2AS) creates innovative support experiences for customers of Amazon’s devices and digital products, through intelligent self-service solutions and world-class customer care and technical support. The business that we support continues to change at an incredible – and exciting – pace. Some of the projects the team has supported over the past year were the global launch of over a dozen Alexa Echo, Halo, Fire TV, Fire tablet, and Kindle devices and the expansion of Prime Video support to seven new languages.<h3>Basic Qualifications</h3><br/><ul><li>Minimum 5 years experience in instructional design and developing learning programs using multiple media.</li><li>Expertise in assessing learning needs and designing, developing, implementing, and evaluating the success of learning programs.</li><li>Experience with prioritizing, managing and delivering complex learning projects in a global environment.</li><li>Working knowledge of eLearning and multimedia authoring tools such as Adobe Captivate and Articulate Storyline, Adobe Creative Cloud.</li></ul><br/><h3>Preferred Qualifications</h3><ul><li>Degree in a related discipline, such as instructional design or human performance technology.</li><li>Expertise in designing and developing adaptive learning experiences.</li><li>Expertise in gamification applied to global learning programs.</li><li>Collaborative work style and ability to establish and maintain strong relationships.</li><li>Strong written and oral communication skills.</li><li>LMS (e.g. Cornerstone) administration experience</li><li>Industry certifications in instructional design, multimedia design, curriculum development, design and development of VR/AR applications, performance improvement, project management, and content-specific certifications as appropriate.</li></ul><br/><br/>Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.<br/><br/>Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kin