Learning Experience Designer
Typical Day in Role:
Design and develop learning solutions/training programs in support of CBCC initiatives by:
•Using instructional design methodologies and techniques to design and develop learning solutions to meet diverse learner needs (utilizing various media including, instructor-led training, e-learning courses, and blended learning solutions). Primary tools for eLearning development include Articulate 360 and Adobe Suite.
•Creating learning and performance solutions for systems training, product training, sales & service training, new hire training and new skills training that will meet the learning needs of frontline Advisors.
•Working with subject matter experts (SME) to ensure program content is accurate and reflects current processes.
•Identifying ways to leverage internal resources to improve efficiencies. This includes using ‘in field’ employees to leverage best practices, skills and knowledge.
•Ensuring all digital learning deliverables meet the bank technology standards and accessibility requirements.
Maintain CBCC training materials and content by:
•Partnering with Senior Designers to complete updates to existing training materials.
•Working with appropriate areas to ensure that all materials continuously meet business line, industry and regulatory standards.
•Reviewing, revising and curating existing learning content for new hire training and new skills
Support end-to-end project cycle for learning projects by:
-Independently managing small to mid-sized learning projects from analysis to implementation.
-Defining the learning project scope & charter, conducting a needs assessment, determining learning objectives, and recommending solutions
-Partnering with Learning Project Manager to create and adhere to the learning project plan, including work back schedule, communication, and logistics
-Being able to act responsively in a work environment that has frequently changing priorities
-Being directly involved in the development of learning solutions for multiple initiatives/projects of varying degrees of complexity that are managed concurrently and/or are required within short timeframes.
Complete successful implementation of learning projects by:
-Following established GCC operational standards and processes in the intake, design and sustainment of learning solutions.
-Coordinating with facilitation and stakeholders on the logistics of the learning plan, including scheduling, translation, etc.
-Planning for, scheduling and working closely with facilitation teams to support effective train-the- trainer sessions and successful deliveries.
-Supporting the administration of learning offerings on the enterprise learning management system (setting up, loading, testing, assigning, and reporting).
-Ensuring that a sustainment/maintenance strategy has been planned for and is put in place.
-Actively collaborating with the National Operations team to collect feedback and based on the outcome assessment, recommend ways for continuous improvement in learning and performance.
-Updating sales platform for sales
Candidate Requirements/Must Have Skills:
1)5+ years of experience in designing and developing eLearning and digital learning solutions using industry standard authoring tools (Articulate 360 and Adobe Creative Suite preferred)
2)2+ years’ experience developing storyboards for creation of eLearning programs
3) Strong expertise in MS Word, Excel, PowerPoint
•Previous experience working in Financial Services
•Previous Contact Centre experience
•Previous experience working with an LMS and/or Talent Management system
•Bilingual (French/English) language skills
•Demonstrated knowledge of adult learning principles and a variety of design and development principles and methodologies
Soft Skills Required:
-Strong technical writing skills, with ability effectively communicate technical information clearly and simply to non-technical audiences
-Strong verbal communication skills
-Ability to act independently within defined objectives and direction
-Flexibility to adapt to a variety of tasks and functions and changing priorities
-Excellent analytical, planning, project management and organizational skills
-Ability to work energetically and creatively in a team environment
-Strong planning, prioritization and time management skills
-Strong sense of self awareness and confidence that shows up authentically
College or University degree, preferably in Adult Education, Training, Human Resources or relevant experience