Senior Customer Service Instructional Designer

Senior Customer Service Instructional Designer

Requirements

• An advanced degree or certification in Performance Technology, Instructional Design, Adult Learning, or Teaching plus 7-10 years of on-the-job application with programs.
• Proven experience with Instructional Design and performance consulting in cross group environments and the ability to drive metric improvements.
• Deep instructional design knowledge and the ability to convey the complex ID theories to internal stakeholders in a way that they can consume, and support.
• Proven e-learning design and development experience and experience with designing, developing, delivering and evaluating blended learning courses/lessons.
• Developing multiple projects at one time.
• Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions.
• Experience with using Learning Management Systems.
• Outstanding communication skills and the ability to use Microsoft Office products including Word, PowerPoint, and Excel.

Responsibilities

• Lead curriculum development and maintenance for one or more Customer Service new hire or migration curricula.
• Participate on a team of instructional designers, who will design, develop, and build blended learning content for troubleshooting and customer service business needs.
• Write strong, measurable learning objectives (both terminal and enabling) and tie them to the business goals for the programs who request the team’s services.
• Develop, follow, and evangelize learning design and development best practices and standards.
• Work closely with Subject Matter Experts (SMEs) to analyze and synthesize.
• Use data to support learning interventions.
• Evolve the Chewy blended learning strategy to the next level while partnering and collaborating with all the appropriate teams.
• Have mastery of complex adult learning theories, and how to apply them to common business problems and achieve business results.
• Effectively function as a business partner as part of the Chewy Operations team.
• Project manage programs to dates and This individual may build the plans or help the team manage to plans they build.
• Mentor and support development of junior team members.

Preferred Qualifications

• Proven Multimedia Development experience including eLearning authoring (Articulate Storyline, Articulate Rise, Evolve, Adapt, or Elucidat), animation (Vyond, Adobe Animate, or Adobe After Effects), video (Adobe Premiere or Camtasia), and graphic design (Adobe Photoshop or Adobe Illustrator). HTML, CSS, and JavaScript skills are a plus.
• Proven Learner Experience Design skills including visual design, usability, interactive design, and accessibility.
• Proven Learning Technology skills including working with and administering Learning Managing Systems, implementing design tools, and debugging SCORM issues. xAPI, Chatbots, and AI technologies are a plus.
• Strong project management skills across multiple strategic and tactical Experience with project management tools including Jira, Smartsheet, or Asana.
• The ability to influence without authority cross functionally.
• The ability to deal with ambiguity and rapidly changing priorities.