Instructional Designer

• Design and develop training programs using adult learning theory and instructional design models
• Create blended learning solutions across multiple modalities
• Leverage digital software and AI tools to enhance content development
• Partner with subject matter experts to create, maintain, and improve knowledge base articles
• Conduct needs analysis for team- and department-level learning requests
• Develop action plans with stakeholder alignment and buy-in
• Evaluate training effectiveness using assessment results, completion data, and learner feedback
• Analyze trends and recommend continuous improvements
• Collaborate with cross-functional stakeholders to deliver learning solutions aligned to business objectives
• Lead projects focused on improving contact center accuracy, quality, and knowledge management
• Support higher-complexity initiatives across operations and shared service partners
• Coordinate complex learning schedules in partnership with Workforce Management to align with service level objectives
• Apply advanced understanding of contact center products and services to inform learning strategies
• Stay current on instructional design trends, adult learning principles, and training technologies
• Connect learning initiatives to broader enterprise and operational priorities

• Strong understanding of adult learning theory and instructional design models
• Experience using digital software and AI tools for training content development
• Strong project management, communication, and stakeholder engagement skills
• Ability to analyze data to evaluate training effectiveness
• Strong written and verbal communication skills
• Proven ability to navigate conflict and manage competing priorities
• Intermediate to advanced facilitation skills
• Insurance or financial services industry experience

• Intermediate to advanced facilitation skills
• Insurance or financial services industry experience

Potential for contract-to-hire conversion