Global Instructional Designer

Job Description:

Hi, I’m Maxine, and I’d love to introduce you to our team, which you could soon be part of! We’re a small but dedicated group focused on enhancing the knowledge and skills of around 2,500 Customer Services colleagues across 10 countries.

This year, we’re driving some exciting initiatives, including leadership development, quality management, coaching, onboarding, and rolling out innovative tools like Quizzical and the Huddle App. Louise Jinks focuses on in-person delivery, while this role will centre on creating impactful digital content—such as e-learns, videos, and a new learning podcast—to support these programs.

We’re seeking someone passionate about helping others grow and succeed. In this role, you’ll design, develop, and deliver engaging learning experiences for Customer Service Managers and colleagues across our global regions, including North America, Sage Intacct, South Africa, the UK and Ireland, France, Germany, Spain, and Portugal.

You’ll play a key role in supporting their development and unlocking their potential. This year, your work will focus on four key initiatives:

• Customer Support Leadership Development Programme

• Customer Services Onboarding

• Soft Skills Training for Customer Service Colleagues

• Implementing Quizzical, a learning reinforcement tool

This is a hybrid role – three days per week in one of our UK hubs

Key Responsibilities:

Creation of digital content:

• Identify global learning interventions from data and/or learning platforms e.g. Quizzical and create digital content to address needs

• Create engaging learning activities and compelling course content that enhances retention and transfer of knowledge.

• Innovative and disruptive to learning norms looking for new technology and methods (e.g., micro-learning, podcasts etc.)

• Work with subject matter experts and identify target audience’s training needs.

• Apply learning design theories, practice, and methods to create impactful content.

• Maintain Global CS Learning content on The Hive

• Manage the Global CS Learning podcast

• Create learning material/media (e.g., audio, video, simulations, games etc.)

• Deliver content (e.g., workshops, training, webinars, train the trainers etc.)

• Liaising with regional training teams and resource teams to determine training needs and schedule training sessions.

• Support Learning needs analysis through utilising Quizzical to review questions and content to accurately assess learner’s performance.

Continuous Improvement & Best Practices:

• Identify and share best practices, tools, and methodologies

• Embed and continually sustain a culture of continuous improvement

Skills, know-how and experience:

• Excellent knowledge of learning theories and instructional design models.

• Experience creating and delivering content virtually and in-person to tight timescales (e.g., courses, workshops, videos, e-learns).

• Proven working experience in instructional design, technology, and Learning Management Systems.

• Ability to write effective learning copy, instructional text, audio scripts/video scripts.

• Engaging and inspiring presentation skills with attention to detail.

Desirable

Multi-lingual for translation from English into French, German, Spanish or Portuguese