Description
What is this role?
As the Instructional Designer (Learning and Development Content Design and Development Specialist) you will be instrumental in elevating the knowledge and skills of our contact center agents, directly influencing the quality of member service. In this role, you will lead the creation, updating, and maintenance of comprehensive training content and FAQs, ensuring they reflect the latest product, feature, and tool updates while adhering to the client's unique voice and brand standards.
You will forge and maintain strong collaborative relationships with key internal stakeholders, including Vendor Operations, Fraud/Risk, Legal and Compliance, Member Experience, Member Intelligence, and Quality Assurance teams. This collaboration is crucial for aligning content with the client's standards, localizing training for diverse agent populations, and continuously enhancing our Learning Management System (LMS).
Moreover, your role involves closely monitoring onboarding performance, quality metrics, and member feedback, partnering with Vendor Operations and Quality to identify upskilling opportunities. You will also manage monthly product mastery assessments with BPO partners, driving continuous product knowledge improvement and ensuring a consistent, top-tier member service experience.
Main Responsibilities:
* Curriculum creation and management: Development of engaging and informative training content for contact center agents, ensuring materials are up-to-date with the latest product features, tools, and updates.
* Member-facing Content Design and Management: Oversee the creation and ongoing maintenance of external FAQs, Help Center materials, and member self-service, ensuring they are accurate, user-friendly, and reflective of the client's tone and style.
* Process Development and Improvement: Analyze, refine, and enhance existing workflows or create new processes to ensure efficiency, effectiveness, and overall performance within an organization. It involves identifying bottlenecks, gaps, or inefficiencies in current procedures, implementing changes or innovations to address these issues, and continuously monitoring and evaluating the results to ensure ongoing optimization.
* Cross-Functional Collaboration: Work closely with various teams, including Vendor Operations, Fraud/Risk, Member Experience, Member Intelligence, and Quality Assurance and Compliance, to ensure all content is cohesive, reflects Dave's brand voice, and meets regulatory standards.
* Assessment and Continuous Improvement: Deploy monthly product mastery assessments to BPO partners, focusing on continuous product upskilling and mastery. Use feedback and performance data to identify areas of opportunity and implement targeted training interventions.
* Defines and presents the instructional design approach and project estimation to meet instructional project needs
* Designs the objectives, curricula, and instructional materials for low to moderate complexity projects, ensuring they align with learning theories and instructional design models
* Defines the narrative to create a fluid and impactful learning experience (storytelling)
* Creates written content using appropriate tone and word selection to appeal to target audiences, ensuring compliance with grammar, mechanics, and terminology
* Create assessments that determine the learner’s ability to comprehend, retain and demonstrate the knowledge acquired during the training
Requirements:
* Schedule flexibility - Required
* Availability to work on-site - Required
* Commitment to be in the role for at least 1 year
* Financial and Banking Technologies Knowledge - Highly desirable
Skills & Knowledge:
* Financial and banking technology knowledge, direct experience, with a deep understanding of its dynamics - Required
* Proficient with learning theories and instructional design models/ methodologies
* Expertise in storytelling
* Expertise in technical writing
* Expertise in assessment creation
* Ability to use existing procedures to solve standard problems; ability to analyze information/ standard practices to make judgments
* English B2 - Required
* Oral and written comprehension.
* Appropriate use of language.
* Proficiency with G Suite applications (i.e. Docs, Sheets, Slides)
* Communication Skills, Exceptional writing and editing skills, with an ability to convey complex financial and technological concepts in an engaging, clear, and concise manner.
* Technical Proficiency
* Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc).
* Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines
* Strong written communication skills with the ability to develop job aids, document business rules, etc.
* Attend weekly calls to provide updates and check the projects' progress with the Stakeholders
* Planning and time management to ensure timely delivery of tasks and exceed quality expectations from Stakeholders
* Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital
Studies and Experience:
* 1+ years of experience in developing original educational content for adult learners (corporate environment)
* University student in Instructional System Design, Education or equivalent, focused on learning
* B2 oral and written English
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.