Job Summary

The Instructional Designer (ID) I and II applies instructional design and adult learning principles and strategies to analyze, design, develop, implement, and evaluate instructional courses, assessments, job aids, and other learning deliverables focused on the Customer Experience Organization. The Instructional Designer creates instructor-led and/or computer-based training deliverables for all phases of the course creation lifecycle including analysis documents, design documents, storyboards, and final learning deliverables that align to the overall business goals. 

Functional Expertise:

• Design instructor-led or computer-based training programs, applying sound design and principles and methodologies, to translate business requirements into learning deliverables.
• Develops and updates instructor-led materials (participant and facilitator guides), develops interactive exercises and creates evaluation measures to ensure learning and transfer of concepts are taking place.
• Assists business partners with documentation of current and new processes resulting from technology, regulatory and business changes.
• Ensures continuity and alignment of the training curriculum (i.e., Corporate values, adult learning principles, methodologies, regulatory, business strategies, etc.)
• Test and debug deliverables for quality assurance.
• Follows established templates, documentation and content standards to ensure a consistent end-user experience, i.e., the look and feel of materials.
• Conducts Train the Trainer sessions for transfer of knowledge of development to delivery.

Business Acumen:

• Understands business processes and issues and how they relate to on-the-job application.
• Strong project management skills.

Engagement:

• Collaborates with Field Training Manager, subject matter experts (SMEs) and other training staff to understand strategies to develop training content.
• Builds productive relationships and collaborate effectively with subject matter experts and other team members.
• Coordinates with Logistics Coordinators to produce training materials (e.g., manuals, displays, activities, documentation). 
• Partners with assigned trainer or SME to transfer knowledge from development to delivery. 
• Interacts with external vendors on training design to deliver a quality finished product.
• Proactively communicate task and project status to business partner and leadership.

Driving Results:

• Responsible for creating the training and identifying appropriate learning objectives.
• Audits classes to ensure training documentation and materials meet learning objectives.

Duties and Responsibilities 

Education, Certifications/Licenses:

Instructional Designer I

Required:

• BA/BS degree in business, instructional design, adult learning or 3 years related/equivalent work experience

Preferred:

• Degree in Instructional Design

Related Work Experience:

Required:

• 2-3 years of related business experience

Preferred:

• Customer Service/Call Center Experience
• Knowledge of the natural gas or utility industry
• In depth knowledge of customer experience software applications

Instructional Designer II

Required:

• BA/BS degree in Business, Education, Communications, instructional design, adult learning or related discipline or 3 years of related or equivalent work experience
• 3-5 years in adult learning, training content development or related area

Preferred:

• Degree in Instructional Systems Design, Technical Writing, Information Design or Adult Education 
  

Related Work Experience:

Required:

• 3-5 years of related experience in instructional design or adult learning theory 
• Knowledge of the natural gas or utility industry
• Knowledge of Call Center and Customer Experience training
• Proficiency in instructional design software (i.e.; Articulate 360 Suite, Captivate, Professional Adobe Creative Suite)
• Knowledgeable in use of ADDIE model
• Organizational Skills
• Time Management Skills 
• Project Management Skills
• MS Office - intermediate proficiency
• Exceptional written and communication skills 
• Strong interpersonal skills
• Problem Solving Skills 
• Presentation skills
• Creativity in instructional design
• Detail-Oriented
• Self-Starter
• Able to work well in a team-based setting 
• Ability to meet tight deadlines and work in a fast-paced, constantly changing environment 
  
• 3+ years of experience with developing instructor-led, self-paced, and e-learning courses using defined instructional design methodologies
• 3+ years researching, planning, developing, evaluating, and updating instructor-led and eLearning courses 
• 3+ years of experience with learning analytics and data gathering techniques, developing strategies or solutions for learning needs, designing and developing innovative and engaging learning solutions, supporting implementation or launch of training programs, evaluating learning success, and incorporating improvements and revisions

Preferred:

• Previous experience with using graphics and visuals to supplement learning
• Previous experience in eLearning creation, such as building quizzes, simulations, editing video/audio and working within photo/video editing suites.
• UX experience

Specific Skills & Knowledge:

Required:

• Experience developing learning assets such as design documents, scripts, presentation decks, leader’s guides, participant guides and handouts or job aids.
• Experience in eLearning creation, such as building quizzes, simulations
• Experience collaborating with (internal resources, external resources, both) to develop strategies that meet department goals within budget and established timelines

Preferred:

• Knowledge of research and best practice methods to source content and applicable models
• Competence using Learning Management System (LMS)
• Familiarity with gamification.

Working Conditions/Physical Requirements: 

• Primarily works in an office environment
• Majority of time is spent working on a computer
• Ability to lift at least 30 pounds