À propos de l’offre d’emploi
Reporting to the Senior Manager of Customer Experience, the Customer Experience Instructional Designer supports the Customer Experience (CX) team, working in collaboration with our team of trainers. The Customer Experience Instructional Designer is responsible for conducting analyses and identifying training and performance needs, facilitating learners in acquiring knowledge, skills and competencies in an effective and appealing manner. The ideal candidate is a strong communicator who is passionate about training and will be in charge of designing, developing and/or retooling programs using effective delivery techniques and technology and with a focus on attaining our goals for constant improvement of the customer experience. They are curious about e-commerce customer experience, always seek to learn more, and are ready to make a positive impact on hundreds of employees.
*Please include a portfolio of your work along with your application*
Responsibilities
Training Initiatives (80%)
- Manage overall projects to ensure a globally consistent training experience that directly impacts employee success
- Identify opportunities and areas for improvement in customer experience delivery and existing training materials
- Work with senior leadership to determine training priorities and resources available for training
- Conduct needs assessments across the organization and business lines to identify knowledge gaps and opportunities for knowledge transfer to the Customer Experience Team
- Consult leaders to recommend effective process and solutions to address learning needs and establish learning goals using structured instructional design models
- Create storyboards, write scripts, and direct high quality, polished, creative, and visually attractive learning materials
- Design and develop training materials and facilitator guides in a variety of delivery modes (e.g., instructor-led, in-person or virtual training, self-paced training.) for our in-house and outsourced teams
- Project manage learning programs from ideation, to pilot, to department-wide launch
- Pilot the effectiveness of programs in trial runs to assess whether learning goals are met, make adjustments as needed and transfer knowledge to trainers for each program that has been updated or developed
- Establish key performance indicators to measure learning outcomes aligned with business impact, analyzing results and communicating to key stakeholders
- Monitor KPIs of completed training courses and provide recommendations for improvement
Coaching (20%)
- Coach and train a small team of trainers in order to improve effectiveness, efficiency and personal growth
- Engage instructors to determine best delivery methods based on training objectives
Qualifications
- University diploma in instructional design, educational technology or similar
- A minimum of 3-5 years of experience with a strong portfolio (work samples required) demonstrating knowledge of instructional design and adult learning theories, concepts, and methodologies
- Certification in Instructional Design strongly preferred
- Proficiency in instructional design methods (ADDIE, HPI)
- Expertise in eLearning applications (e.g. Articulate, Captivate, etc.) and Adobe Creative Cloud, an asset
- Strong critical thinking and analytical abilities to identify and frame issues, synthesize information, and draw insightful conclusions.
- Attention to detail, including the ability to analyze information from a variety of sources to track and report data
- Good written and verbal communication skills in both French and English
Skills
- Excellent knowledge of learning theories, instructional design models and human performance technology (HPT) principles and practices
- Demonstrated experience identifying performance gaps or learning needs
- Demonstrated experience formally documenting instructional design plans
- Experience designing instructional strategies that engage, motivate, or are learner-centered
- Strong work ethic and results-oriented
- Solution-oriented mindset and can-do attitude to overcome challenges
- Team player with a natural ability to build relationships
- Ability to thrive in a fast-paced environment and master frequently changing production and project priorities
- Detail oriented with strong time management and organizational skills
Additional Information
All your information will be kept confidential according to EEO guidelines.