Job Title

Job Description Weu2019re seeking an experienced Instructional Designer to build high-impact training for the servicing organization supporting a tech-forward consumer credit card at a large and prestigious global bank. This role focuses on developing learning solutions for inbound servicing agents, spanning a wide variety of financial topics and servicing workflows. Youu2019ll partner closely with stakeholders to analyze performance gaps, recommend the right learning modalities, and design/develop engaging learning experiencesu2014with an emphasis on microlearnings, scenario-based activities, and practical tools that enable agents to perform confidently and consistently. This is an excellent opportunity for someone who is comfortable executing in the ADDIE model (Analysis, Design, Development, Implement, Evaluate) and can work independently from storyboards and requirements with minimal handholding. On a typical day, you will: u2003u2022 Partner with servicing leaders, SMEs, and training stakeholders to identify learning needs, clarify business objectives, and diagnose performance gaps (Analysis). u2003u2022 Recommend learning modalities based on audience needs and constraintsu2014e.g., microlearning, eLearning modules, facilitator guides, or facilitator-led training. u2003u2022 Curate and structure content into clear learning narratives, including decision trees, customer scenarios, call flows, and compliance-sensitive messaging. u2003u2022 Design and develop microlearnings and eLearning that are highly practical, agent-friendly, and aligned to servicing metrics and customer experience outcomes. u2003u2022 Create facilitator-led training assets when needed, including: u2003u2003u25cb Facilitator guides u2003u2003u25cb Participant materials u2003u2003u25cb PowerPoint decks and structured activities u2003u2022 Build and refine storyboards, translating complex servicing topics into concise, digestible learning moments. u2003u2022 Iterate based on feedback, using stakeholder input and learner performance indicators to improve training (Evaluation support). u2003 Working Style / What Success Looks Like u2003u2022 You proactively clarify needs, identify gaps, and propose effective learning approaches. u2003u2022 You deliver polished, ready-to-use learning assets that reduce agent uncertainty and improve servicing consistency. u2003u2022 You elevate training quality for both internal teams and stakeholders. u2003u2022 You communicate progress clearlyu2014whatu2019s in progress, whatu2019s blocked, and whatu2019s completeu2014while managing multiple deliverables. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements u2022 Proven ability to execute the ADDIE model (Analyze, Design, Develop, Implement, Evaluate) u2003u2022 3+ years of instructional design experience building learning experiences in a professional environment u2003u2022 Strong proficiency with modern instructional design tools, including: u2003u2003u25cb Articulate 360 (Storyline/Rise) and/or comparable authoring tools u2003u2003u25cb Adobe Creative Suite, with emphasis on: u2003u2003u2003u00a7 Photoshop u2003u2003u2003u00a7 Illustrator u2003u2003u2003u00a7 Audition u2003u2003u2003u00a7 Adobe Stock (asset sourcing and design consistency) u2003u2022 Ability to work independently from storyboards and requirements with minimal oversightu2014organized, self-directed, and reliable. u2022 Leadership development training experience highly preferred u2003u2022 Comfort working in a fast-paced environment with multiple topics/projects in flight. u2003u2022 Strong communication skillsu2014able to translate SME input into learner-friendly content and provide clear status updates. u2022 Financial services experience (consumer lending, credit cards, servicing operations, call center training, disputes, payments, fraud, complaints, etc.). u2022 Experience designing training for servicing/contact center agents, especially inbound environments. u2022 Familiarity with scenario-based learning, call simulations, branching logic, and microlearning strategy. u2022 Experience in large enterprise environments, navigating multiple stakeholders and structured governance. u2022 Exposure to learning evaluation practices (e.g., knowledge checks, QA scorecards, operational metrics tie-in). u2022 AI enthusiasm - experience leveraging AI thoughtfully to design and deliver training u2022 Project management skills u2022 Relevant certifications