Instructional Designer I (Mid-level) P&C Claims Contact Center

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As an Instructional Designer I (Mid-level), you will partner with business leaders and Learning Performance Consultants to gather and validate learning requirements (performance requirements, measures of success, terms and conditions). Perform analyses, designs, and develop learning curriculum to improve performance of USAA Claims Contact Center Representatives (Auto and Property). Assess the learning outcomes that need to be developed, understands the performance expectations and gaps, and assists in deriving the appropriate learning solution.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Designs and develops interactive facilitator-led and online content that meets the learning needs of the business.

• Organizes course content to produce curriculum that meets learning needs of the business.

• Develops and manages timelines and milestones.

• Collaborates with internal business partners to validate that curriculum solutions align to business priorities and strategy for operational effectiveness.

• Creates learning objectives, storyboard or design documentation and learning approaches targeted to business goals and requirements.

• Completes peer-to-peer reviews to ensure consistency, quality, and appropriate use of course content guidelines.

• Collaborates with 3rd party vendor team to manage and engage third party vendor relationships to provide appropriate learning solutions to specific audiences.

• Applies understanding of the business, its products, and processes to reshape content for changing needs.

• Reviews work in partnership with contract designer to ensure deliverables are aligned with business requests.

• Collaborates with Learning Performance Consultants (LPC) to gather information and provide design recommendations.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 4 years progressive work experience in instructional design projects to include knowledge and application of instructional design methodologies and multi-media development technologies.

• Demonstrated organizational and project management skills with ability to apply concept solutions to every project.

• Strong communication skills with demonstrated ability to communicate with all levels of management and staff.

• Proficient experience with instructional authoring tools (i.e., Articulate Storyline 360) and other learning technologies.

What sets you apart:

• Experience with auto or property claims handling or content design for auto or property claims.

• 2 years of experience with Learning Management Systems (LMS), curating content, and strategies for learner engagement.

• 2 years of experience creating and delivering multi-level learning assessments with a deep understanding of assessment methodologies (e.g., Kirkpatrick's Levels of Evaluation, Bloom's Taxonomy).

• Proven ability to design and implement valid and reliable assessments that accurately measure learning outcomes and impact on business performance.

• Ability to design and implement learning solutions that support company goals and achieve measurable business results.

• Excellent skills in managing stakeholders and consulting with the business. This includes understanding needs, turning requirements into learning solutions, and building relationships across the organization.

• Experience working in a fast-paced Agile learning organization.

• US military experience through military service or a military spouse/domestic partner