Content Lead, Customer Experience Training

Summary

Join our Customer Experience Training Team as a dynamic experienced Content Lead to shape the educational experience for our sales force and drive the creation of engaging learning materials.

Requirements

• Proven experience in instructional design content development, preferably in a retail / e-commerce learning environment
• Demonstrated understanding of sales strategies and best practices, and proven ability to translate sales knowledge into effective learning programs
• Deep understanding of adult learning principles, instructional design models and learning technologies
• Robust project management skills with the ability to prioritize and manage multiple initiatives simultaneously
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Demonstrated experience with e-learning authoring tools and learning management systems, preferably Articulate 360
• Creative mindset with a focus on creating engaging and interactive learning experiences
• Understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts
• Bachelor's degree in Instructional Design, Communications, or related field, preferred

Responsibilities

• Develop and execute a comprehensive content strategy aligned with Customer Operations organizational goals and learning objectives
• Design, write, and create learning curricula, ensuring a well-structured, inclusive, and progressive approach to learning
• Lead the creation of various learning materials, including e-learning modules, instructor-led training materials, videos, and job aids
• Work closely with subject matter experts and other key stakeholders to gather information and ensure accurate and eloquent representation of content
• Implement quality assurance processes to review and continuously enhance existing content, ensuring accuracy, relevance, inclusivity and effectiveness
• Stay abreast of industry trends and emerging technologies, including AI, to incorporate innovative and engaging content delivery methods
• Utilize learning management systems and other technologies to deliver and track content effectively
• Manage multiple projects simultaneously, ensuring timely delivery of high-quality learning solutions
• Analyze data and feedback to continuously improve content quality and learner experience; prepare and present reports on learning metrics, tactics and recommendations to leadership