Instructional Designer - Associate Manager
DXC Technology
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
DXC Technology Company is seeking an Instructional Designer to design and implement high-impact learning solutions for contact center operations and client requirements. You will partner with SMEs, QA, and Training Leaders to create engaging content that improves new hire readiness and performance.
The role spans instructor-led, virtual, and digital formats, with emphasis on measurable outcomes and continuous curriculum refinement.
Qualifications
- Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.
Responsibilities
- Design end-to-end learning solutions for new hire training, product launches, refreshers, cross-skilling, compliance, and leadership development.
- Build blended learning solutions including ILT, VILT, eLearning, microlearning, simulations, scenarios, assessments, and OJT.
- Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned to brand, quality, and compliance standards.
- Conduct training needs analyses and use performance data to recommend and measure learning interventions.
- Build and maintain content in the LMS using industry-standard authoring tools, leveraging AI-enabled learning technology.
- Measure training effectiveness and ROI against operational metrics such as CSAT, QA, AHT, FCR, and time-to-proficiency, and refresh curriculum accordingly.
- Partner with Operations, Quality Assurance, Workforce Management, Compliance, SMEs, and Training Leaders to align learning solutions with business needs.
- Develop measurable learning solutions that translate complex business processes and compliance standards into effective training content.
Skills
Education
Tools
Job description
DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates.
DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates.
Our more than 125,000 people in 70-plus countries are entrusted by our customers to deliver transformative technologies to ensure the success, safety and well‑being of businesses and people around the world. By combining strengths and expertise globally, we create solutions and deliver greater outcomes for customers across their entire IT estate. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI‑driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.
The Instructional Designer plays a critical role in designing, developing, implementing, and continuously improving high‑impact learning solutions that support contact center operations, client requirements, and employee performance objectives. You will partner closely with Operations, Quality Assurance, Workforce Management, Compliance, Subject Matter Experts (SMEs), and Training Leaders to create engaging learning experiences that improve new hire readiness, knowledge retention, productivity, customer experience, and business outcomes.
In this role, you will apply a strong understanding of adult learning principles, instructional design methodologies, performance consulting, and contact center operations to transform complex business processes, client requirements, compliance standards, and operational procedures into engaging and measurable learning solutions. You will build blended learning solutions spanning instructor‑led, virtual, and digital formats, while continuously measuring and refining curriculum effectiveness against key operational metrics.
- Design end-to-end learning solutions for new hire training, product launches, refreshers, cross‑skilling, compliance, and leadership development.
- Build blended learning solutions including ILT, VILT, eLearning, microlearning, simulations, scenarios, assessments, and OJT.
- Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned to brand, quality, and compliance standards.
- Conduct training needs analyses and use performance data to recommend and measure learning interventions.
- Build and maintain content in the LMS using industry‑standard authoring tools, leveraging AI‑enabled learning technology.
- Measure training effectiveness and ROI against operational metrics such as CSAT, QA, AHT, FCR, and time‑to‑proficiency, and refresh curriculum accordingly.
- Partner with Operations, Quality Assurance, Workforce Management, Compliance, SMEs, and Training Leaders to align learning solutions with business needs.
- Develop measurable learning solutions that translate complex business processes and compliance standards into effective training content.
- Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.
- 3–5+ years of instructional design experience.
- 2+ years of experience in contact center, customer service, BPO, or operations environments.
- Experience with curriculum design using ADDIE or similar methodologies.
- Strong digital and instructor‑led development skills.
- Excellent writing and content development skills, with the ability to manage multiple projects in a fast‑paced environment.
- Experience in regulated industries such as Financial Services, Insurance, or Healthcare, with FINRA/HIPAA/AML exposure.
- ATD / CPTD / CPTM or other instructional design certification.
- Experience with LMS and authoring platforms.
- Experience with global delivery models, QA, and Workforce Management.
- Experience with authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, or Copilot Studio.
- Experience with contact center platforms such as Genesys, NICE, Five9, Salesforce, Zendesk, or Avaya.
- Proficiency with productivity tools such as Microsoft 365, SharePoint, Teams, Power BI, and Power Automate.
DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We inspire and take care of our people. We work to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship. DXC is where brilliant people seize opportunities to advance their careers and amplify customer success.
Full‑time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .
We participate in E‑Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
Please note: DXC will respond only to requests for accommodations due to a disability.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
