Capability Manager, Instructional Design & Knowledge Management

Citi; Florida; On-site; USD 93,000 - 140,000; Full time

Job summary

Citi in Jacksonville, Florida seeks a Learning Experience Design (LXD) Capability Manager to lead a team of Instructional Designers and Knowledge Management writers within US Personal Banking. The role develops performance-based learning solutions, coaches staff, and ensures alignment with Citi’s leadership principles across the organization.

You will drive capability improvement, collaborate with stakeholders across USPB Learning, and promote agile and best-practice approaches to learning

Qualifications

• Minimum 5 years of experience working in Learning and Development
• Direct experience in the domain of technical writing, content design and development (formal education preferred)
• Experience with learning management systems, content repositories, and learning technologies
• Experience managing, coaching, and leading a team of learning professionals strongly preferred
• Excellent leadership, negotiation, influencing, and conflict management skills

Responsibilities

• Lead a team of Instructional Designers and Knowledge Management writers in the development of performance-based learning solutions
• Assess design and development staff capability, identifying and coaching to skill strengths and gaps to improve the overall performance of the team
• Provide direction to Instructional Designers and Knowledge Management writers and help remove environmental obstacles that impede work execution
• Provide technical oversight for the process of creating eLearning and other digital solutions.
• Evaluate quality of learning solutions produced, providing coaching and guidance to the team as needed
• Build and maintain strong relationships across USPB Learning and with business stakeholders to develop and deliver effective learning strategies and solutions that achieve business objectives
• Help team adopt industry-recognized capability standards and best practices
• Conduct performance reviews and recruit, interview, and hire design and development talent as needed.

Skills

Technical writing

People management

Performance management

Coaching & feedback

Operations management

Agile management

Strategic thinking

Process improvement

Risk management

Education

Bachelor’s/University degree or experience equivalent

Tools

Learning management systems

Content repositories

Learning technologies

Job description

Description

As with all members of the Citi team, the Learning Experience Design (LXD) Capability Manager is responsible for bringing our firm’s Leadership Principles to life every day. At Citi, We Take Ownership and challenge one another to a higher standard in everything we do. We Deliver with Pride , striving for client excellence, controls excellence, and operational excellence. And we recognize We Succeed Together by valuing and learning from different perspectives to surpass stakeholder expectations.

The LXD Capability Manager is a responsible for a team of Instructional Designers and Knowledge Management writers in the LXD arm of the US Personal Banking (USPB) Learning organization. This individual will report directly to the head of Learning Experience Design (LXD) and will be primarily responsible for equipping their team members with the skills, knowledge, and tools to deliver functional excellence for Citi’s US Personal Banking organization.

A successful USPB Learning LXD Capability Manager is a strategic, servantleaderwho inspires and motivates others. They are authentic,self-aware, highlycollaborative, and foster a culture that rewards beingcourageous, enables risk taking, and cultivatestrustand psychological safety. They embrace the USPB Learning team’s mission of elevating USPB’s capability and performance and. They promote an Agile mindset, making personal growth and development a priority for both themselves and their teams.

Responsibilities include

• Lead a team of Instructional Designers and Knowledge Management writers in the development of performance-based learning solutions
• Assess design and development staff capability, identifying and coaching to skill strengths and gaps to improve the overall performance of the team
• Provide direction to Instructional Designers and Knowledge Management writers and help remove environmental obstacles that impede work execution
• Provide technical oversight for the process of creating eLearning and other digital solutions.
• Evaluate quality of learning solutions produced, providing coaching and guidance to the team as needed
• Build and maintain strong relationships across USPB Learning and with business stakeholders to develop and deliver effective learning strategies and solutions that achieve business objectives
• Help team adopt industry-recognized capability standards and best practices
• Conduct performance reviews and recruit, interview, and hire design and development talent as needed.

Qualifications

Candidates should have proven experience in or significant knowledge of all or most of the following:

• Technical writing, content design, and development approaches, tools, and philosophies
• People management
• Performance management
• Coaching and feedback
• Operations management
• Agile management
• Strategic, critical, and creative thinking
• Process improvement
• Capacity planning
• Risk management

Requirements

• Minimum 5 years of experience working in Learning and Development
• Direct experience in the domain of technical writing, content design and development (formal education preferred)
• Experience with learning management systems, content repositories, and learning technologies
• Experience managing, coaching, and leading a team of learning professionals strongly preferred
• Excellent leadership, negotiation, influencing, and conflict management skills
• Ability to collaborate and influence in a complex environment: motivating and leading others through change
• Adept at networking, consulting, and building relationships with all levels of management and staff
• Excellent communication, listening and interpersonal skills
• Participation in large scale learning projects (Agile and Waterfall)
• Ability to work independently and identify information and/or resources needed to complete assignments
• Ability to work in a virtual team environment, across multiple time zones and countries

Education Level

• Bachelor’s/University degree or experience equivalent.

Job Family Group

Human Resources

Job Family

Talent, Development, Learning & Diversity

Time Type

Full time

Primary Location

Jacksonville Florida United States

Primary Location Full Time Salary Range

$93,440.00 - $140,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date

Apr 16, 2025

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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