Are you a highly experienced and passionate learning and development professional with a proven track record of success in designing, delivering, and evaluating impactful training programs within a fast-paced contact center environment? Do you possess a deep understanding of adult learning principles and a knack for transforming complex technical information into engaging learning experiences?
We are seeking a dynamic and innovative Instructional Designer to join our Operations team, where you will play a critical role in elevating the skills and performance of our Direct-to-Consumer (D2C) contact center agents worldwide. This role requires a strategic thinker with an exceptional degree of creativity and intellectual curiosity, a strong analytical mindset, and a passion for driving continuous improvement in training programs. This hybrid position offers the flexibility of working virtually while also collaborating in-person with our team at our Atlanta office a minimum of three days per week.
What you'll do - Design and develop engaging learning experiences: Create blended learning solutions, including instructor-led training, self-paced eLearning modules, microlearning, simulations, and assessments. You'll be hands-on in developing storyboards, scripts, and interactive activities.
- Specialize in scenario-based learning: Craft realistic and immersive scenarios that allow learners to apply their knowledge and skills in a safe and engaging environment.
- Collaborate with stakeholders: Partner with subject matter experts (SMEs), business leaders, and the training delivery team to identify learning needs, gather content, and ensure alignment with business objectives.
- Translate business needs into learning solutions: Analyze business requirements and performance gaps to design targeted training solutions that address specific needs.
- Facilitate Train-the-Trainer sessions: Prepare facilitators to deliver training effectively by providing them with the necessary resources, knowledge, and support.
- Evaluate training effectiveness: Utilize data and feedback to continuously improve the quality and impact of training programs. This includes conducting needs assessments, analyzing learner performance, and gathering feedback from participants and stakeholders.
- Perform audience and needs analysis: Conduct thorough analyses to determine training requirements, including clear learning objectives, goals, and measurable metrics.
- Manage learning projects: Oversee learning projects from the initial analysis phase through implementation, including maintaining comprehensive documentation throughout the entire curriculum design lifecycle.
What experience you need - Bachelor's degree or higher in an area of instructional design or adult learning theory or related field
- Minimum of three years of relevant, full-time experience designing and developing complex blended learning solutions that follow adult learning principles including Gange's Nine Events
- Ability to independently design, develop, and evaluate training courses and curricula using the ADDIE model
- Experience designing and developing eLearning storyboards
- Knowledge of assessment and evaluation strategies
- Experience with needs analysis, project management, and training program evaluation
- Outstanding oral, written, and presentation skills with a demonstrated ability to communicate effectively across all functional areas
- Strong attention to detail, multitasking, analytical, and problem solving skills
- Ability to respond to routine as well as complex, unplanned issues while adhering to deadlines for multiple initiatives
- Ability to independently research issues, gather evidence, and determine training needs
- Consistent with Equifax's 3/2+2 flexible work framework, a willingness to work Tuesday, Wednesday, Thursday in Equifax's Atlanta-based office
What could set you apart - Experience with delivering training sessions
- Familiarity with internal audit processes and awareness of the impact of distributing internal/external corporate information
- Demonstrable deep understanding of the rules of English grammar and usage
- Intermediate to advance knowledge of Google Workspace (Google Docs, Google Sheets, Google Slides, and Google Forms) and working with templates and style guidelines for branding consistency
- Graphic design skills in Canva, Adobe, Vista2, or other platforms