Learning Strategist

TeleTech Holdings, Inc.; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Learning Strategist to shape learning initiatives and collaborate with teams to enhance customer experiences. This remote role involves strategic discovery, content development, and performance support to ensure effective learning solutions.

Benefits

Health/Dental/Vision/Life Insurance

401(k) with company match

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Qualifications

• Minimum of 5 years of experience in instructional design.
• 2 years’ experience in leadership, including remote management.

Responsibilities

• Collaborate with SMEs to conduct needs assessments.
• Outline opportunity areas and skill-driven learning outcomes.
• Leverage design methodologies to create new learning experiences.

Skills

Communication

Analytical

Problem Solving

Time Management

Leadership

Education

Bachelor's degree in Instructional Design

Master's degree

Tools

MS Office

Storyboarding Tools

Job description

Learning Strategist

At Percepta, we bring first-class service across each market we support. As a Learning Strategist working remotely, you’ll be part of creating and delivering exceptional customer experiences while enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

As a Learning Strategist at Percepta, you will play a crucial role in shaping our learning and knowledge initiatives. You will work closely with the Head of Needs Assessment and our global learning and knowledge development teams. Your primary focus will be on strategic discovery to develop content initiation packages, guide learning design, and support the creation of knowledge products and operational procedures. This will support departments including operations, quality, IT, and mobilization teams, ensuring a holistic and integrated approach to learning and performance support.

During a Typical Day, You’ll

1. Collaborate with the Head of Needs Assessment, SMEs, and KB teams to conduct needs assessments and Front End Analysis (FEA) for learning design and development.
2. Gather data on business and operational metrics and performance obstacles.
3. Identify opportunity areas and define skill-driven learning outcomes.
4. Use backwards design to map curriculum units, assessments, and instruction to create engaging learning experiences.
5. Identify and map top call driver scenarios.
6. Determine key content for knowledge base articles and other learning products.
7. Establish success metrics as input for assessments.
8. Outline course, assignment, and assessment designs.
9. Research authoritative content sources and collaborate with SMEs to create learning briefs.
10. Document high-level curriculum maps to define key learning activities.
11. Recognize prior learning experiences and identify gaps.
12. Apply Percepta’s Active Learning Design methodology to guide learning design.
13. Assess the impact of new designs on existing learning products.
14. Involve KB content specialists in content creation.
15. Handoff findings and serve as a resource for full development of high-level designs.

What You Bring to the Role

• Bachelor's degree in Instructional Design, Education, or related field (Master's preferred).
• At least 5 years of experience in instructional design and/or knowledge-centered services.
• 6+ years in project management, business process, or supervisory roles, preferably in outsourcing.
• Minimum 2 years’ leadership experience, including remote/global team management.
• Strong business or technical writing skills.
• Automotive customer service/BPO experience is highly preferred.
• Background in learning sciences is a plus.
• Excellent client relationship management skills.
• Exceptional written and technical communication skills.
• Proficiency with MS Office, storyboarding, and authoring tools.
• Strong time management and multitasking skills.
• Ability to facilitate meetings and develop presentations.
• Strong analytical and problem-solving skills.
• Initiative, professionalism, and strategic thinking.
• Ability to work independently and collaboratively in a fast-paced, remote, global environment.
• Proven track record of delivering results in evolving organizations.

What You Can Expect

• Competitive salary with incentives.
• Health, dental, vision, and life insurance.
• FSA and HSA options.
• 401(k) with company match.
• Paid vacation, sick leave, and holidays.
• Tuition reimbursement.
• Employee Assistance Program.
• Employee discounts.
• Training and development via Percepta College.
• Employee rewards program (Perci Perks).

A Bit More About Your Role

Percepta provides the equipment for this role.

About Percepta

Founded in 2000, Percepta operates contact centers worldwide, delivering frictionless customer experiences. Our values are central to our culture, emphasizing service, teamwork, respect, proactivity, growth, diversity, and fun. We offer competitive wages, benefits, incentives, and wellness programs.