ANALYST II, CUSTOMER EXPERIENCE BACK OFFICE (INSTRUCTIONAL DESIGN LEAD)

OVERVIEW

RESPONSIBILITIES

Key Responsibilities

Instructional Design & Learning Strategy

• Lead the end-to-end design and development of learning solutions for a wide range of business initiatives and programs
• Conduct learning needs analysis and translate business requirements into effective learning strategies and solutions
• Develop instructional frameworks, learning objectives, storyboards, outlines, and curriculum structures aligned with adult learning principles
• Design engaging learning experiences across multiple modalities, including:
• eLearning
• Virtual Instructor-Led Training (VILT)
• Instructor-Led Training (ILT)
• Performance Support Materials
• Hybrid and blended learning solutions
• Build learner-centered content that includes activities, knowledge checks, assessments, and reinforcement strategies
• Partner with stakeholders and subject matter experts (SMEs) to gather requirements, review content, and drive alignment throughout the design cycle
• Support trainer readiness and facilitation enablement for instructor-led programs

Content Development

• Develop high-quality learning materials using industry-standard instructional design and authoring tools
• Create interactive and visually engaging content that enhances learner engagement and retention
• Produce and edit multimedia assets including graphics, presentations, videos, and animations as needed
• Manage review cycles, incorporate stakeholder feedback, and ensure timely completion of deliverables
• Publish finalized learning assets to the appropriate delivery platforms and channels
• Ensure all deliverables meet quality, branding, accessibility, and instructional standards

Program Maintenance & Continuous Improvement

• Evaluate the effectiveness of existing learning materials and proactively recommend updates or enhancements
• Maintain and update training content to ensure accuracy, relevance, and alignment with evolving business needs
• Apply learner feedback, performance data, and business insights to improve learning outcomes

Collaboration & Leadership

• Serve as a trusted learning partner to stakeholders and project teams
• Manage multiple projects simultaneously while maintaining strong attention to detail and meeting deadlines
• Mentor and support peers when needed by sharing best practices and providing guidance on instructional design standards
• Stay current with emerging learning technologies, instructional design trends, and adult learning methodologies

QUALIFICATIONS

Required Qualifications

• Bachelor’s degree or equivalent professional experience
• At least 1 year of experience in instructional design, learning experience design, or training content development
• Strong understanding of instructional design methodologies such as ADDIE, SAM, Rapid Development, and blended learning approaches
• Proven experience designing and developing learning solutions across multiple modalities
• Experience with curriculum development, learning journeys, and training evaluations
• Proficiency in instructional design and content development tools such as:
• Articulate Storyline
• Articulate Rise
• Adobe Creative Cloud
• Vyond
• Google Workspace
• Other learning technologies and authoring tools
• Strong communication, stakeholder management, and project coordination skills
• Willingness to work US-based hours

Preferred Qualifications

• Experience working within a Learning Management System (LMS)
• Background in project management or agile learning development environments
• Experience in video production and multimedia development
• Graphic design capabilities
• Knowledge of Kirkpatrick Levels 1–4 evaluation and learning ROI measurement
• Experience supporting telecommunications (Telco) programs or operations