Instructional Designer - Associate Manager

1208 FSG - Cybertek Corp.; Tulsa (OK); Sur place; USD 60 000 - 100 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

Paid holidays

Paid time off

Résumé du poste

DXC Technology is seeking an experienced Instructional Designer in the United States to design, develop, implement, and continuously improve high-impact learning solutions for contact center operations and client requirements.

You will collaborate with Operations, QA, Workforce Management, Compliance, SMEs, and Training Leaders to create engaging learning experiences that improve new hire readiness, knowledge retention, and performance metrics.

Qualifications

• 3–5+ years of instructional design experience.
• 2+ years 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.

Responsabilités

• 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, QA, WFM, 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.

Connaissances

Instructional design

Curriculum design

eLearning

Storytelling

Project management

Writing

Formation

Bachelor's degree in Instructional Design, Education, Organizational Development, or related field

Outils

Articulate Storyline

Rise 360

Adobe Captivate

Camtasia

Vyond

Copilot Studio

LMS

Description du poste

Job Description

Job Description: About DXC 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.

About the Team / Offering – Insurance Software & BPS

About the Team / Offering – Insurance Software & BPS 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.

About the Role

About the Role 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.

Essential Job Functions

• 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.

Basic Qualifications

• 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.

Other Qualifications

• 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.

Why DXC? / Life at DXC

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.

Benefits

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.

Community and Culture

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.

Equal Opportunity

If you are an applicant from the United States, Guam, or Puerto Rico 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.

E-Verify

We participate in E-Verify.

Company Overview

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.