Sr. Instructional Designer, Learning Operations

About the Role

As a Senior Instructional Designer,  you will join the company’s Operations and Member Experience Learning & Development team to design highly engaging, interactive, and modern learning strategies and experiences for our agents across our BPOs. You will apply your knowledge of adult learning methodologies to drive business outcomes through the development of a broad range of innovative learning solutions (e.g. instructor-led, virtual instructor-led, digital, self-paced, micro-learning, social learning) that promote transfer, retention, and application. You are a creative and analytical problem solver, and you have a passion for customer service.

Your work - execution and continuous improvement - will impact thousands of BPO employees and millions of the company members. This role requires someone who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

In this role, you can expect to

• Act as a learning consultant to our Disputes Experience line of business; gaining a deep understanding of the business and metrics to craft and recommend learning strategies to drive strong business outcomes.

• Proactively collaborate with team members, subject matter experts, and stakeholders to identify training needs and objectives.

• Flex your analytical muscle to evaluate the effectiveness of learning programs and uncover opportunities to enhance agent skills and performance through learning

• Apply adult learning principles and instructional design standard methodologies to create engaging & interactive learning solutions and compelling course content, material/media (audio, video, simulations, games, etc.)

• Own the end-to-end design and development of learning content, including modes of assessment to measure the effectiveness and application of training.

• Analyze and apply trends and standard methodologies in instructional design and learning technologies to continue to elevate all agents' learning experiences.

• Design learning that reflects an understanding of the diversity of learning styles to ensure that your learning solutions resonate with our increasingly global and diverse audience.

To thrive in this role, you have

• You have an eye for design, a serious obsession with learning and a proven ability to tie learning events to measurable outcomes that reflect our mission and culture.

• Subject matter expertise in adult learning theory and instructional design best practices in all modalities with the ability to convert strategies to effective and engaging learning experiences.

• 7+  years of experience designing and developing multi-modality learning (eLearning, instructor-led, video, etc.), including system simulations, branching scenarios, and other in-depth e-learning solutions

• Experience analyzing source material and creating design documents to share with developers

• Experience leveraging AI tools in your daily workflow to accelerate learning outputs, while evaluating those outputs to maintain learning quality and business outcomes

• Experience working in an agile and waterfall (ADDIE) design environment

• Excellent communication and relationship skills with strong capabilities to partner with team members across all levels.

• Strong data analysis skills with experience designing an evaluation strategy using data/metrics to meet business and learning objectives and drive performance improvements.

• Demonstrated experience designing and developing high-impact blended learning solutions in  2 or more learning authoring tools: i.e.  Articulate 360 (Rise & Storyline), Camtasia, Adobe Captivate, Adobe Premiere Pro, iSpring Suite, Canva, etc.

• Ability to create and manage clear project plans outlining stakeholder responsibilities, timelines, needs, and risks.

• Experience driving outcomes through vendor partnerships and contact centers is a plus.

• Strong aptitude in graphic design, video and audio production is a plus.

• Ability and willingness to travel domestically and internationally, approx. 10% of the time.

#LI-Remote #LI-LB1

Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Wage Notice

$116,000 — $160,000 USD

A little about us

At the company, we believe that everyone can achieve the company progress. We created the company—a the company technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their the company potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their the company progress.

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their the company potential.

Because if we don't—who will?

*the company is a the company technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

• 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.

• 💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.

• ✨ Comprehensive health, the company, and wellbeing benefits designed to support you at every stage of life.

• 🏝 Generous vacation policy and company-wide paid days off

• 🫂 1% of your time off to support local community organizations of your choice

• 👟 Annual wellness stipend to use towards eligible wellness related expenses

• 👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents

• 👪 Access to family planning reimbursement

• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock the company progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

The company is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: [link for members] .

To learn more about how the company collects and uses your personal information during the application process, please see the  the company Applicant Privacy Notice .