Principal Associate - Learning Instructional Designer (Work From Home)

Recruiting: US Remote, United States of America

Principal Associate - Learning Instructional Designer (Work From Home)

Who we are:

We support the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them.  We help those agents to know the best thing to say or do to help our callers.  

Why we need you:

We recognize how important having the right information at the right time is in influencing agent performance and set them up for success. We are elevating the learning and performance solutions we provide and growing our talent, capabilities, and tools.  We need folks like you who are passionate about understanding our learners' needs, analyzing information to identify gaps, designing and developing holistic performance solutions that truly drive business and performance outcomes!

What we value:

• Curiosity: You will seek best practices and be driven to learn about our customers and innovation in the learning and development space. 

• Collaboration: You will partner across the enterprise to balance priorities and quality and make sure agents have the information they need at the time they need it.

• Kindness: Change is hard.  You will demonstrate empathy and optimism.

• Confidence: You will deliver significant results that will influence the experience of millions of customers.

What you will learn:

• Our customers: You will learn about what our customers experience.  You’ll know what our agents and agent leaders need to know and how we best prepare them via training, performance support, leader coaching, and other methods. 

• Our agents: You will learn what our agents do, how they learn, and what challenges they face.

• Our business: You will learn about how we service customers and about our products and policies.

• Our partners: You will partner with product, tech, risk, and line of business resources and learn how to support them.

What you will do:

• Mentor and coach Senior Associate Designers and peers across the Instructional Design learning team. 

• Design, create, and own complex blended learning experience strategies that require navigating multiple stakeholders and design elements, using adult learning principles and required tools or templates. 

• Develop learning assets and complex learning experiences (i.e. learning games, simulations).

• Promote learning trends (e.g., approaches and tools), design aesthetics, and digital solutions and integrate into learning.

• Provide business consulting to key stakeholders and make learning and performance improvement recommendations via appropriate templates.

• Oversee large scale projects via project management standards & serve as the training workstream lead, as needed. 

• Assess scope on an ongoing basis to ensure large, complex builds are on schedule, have needed resources, and manage scope creep.

• Create and execute measurement and assessment strategies for learning experiences.

Critical Skills:

• Ability to proactively recommend innovative and experimental approaches to delivering learning experiences. 

• Influence stakeholders, team, and peers  to adopt a learner-centric focus, new approaches, and/or pushback to uncover win-win solutions.

• Ability to consult/use systems thinking to identify the root cause of performance gaps. 

• Ability to operate comfortably in an ambiguous and uncertain environment without right answers or obvious solutions.

• Ability to identify synergies in work and connect concepts to broader projects. 

• Ability to manage multiple projects simultaneously.

• Ability to build relationships with various stakeholders and partners.

• Ability to work collaboratively in a fast-paced environment.

• Ability to adapt and flex to changing priorities.

• Ability to learn quickly and translate complex concepts and materials to meet audience needs.

• Ability to work both independently and as part of a team.

• Excellent written, verbal and visual communication skills.