Instructional Designer

Instructional Designer

Atlanta / Alpharetta

United States of America

Customer Service Full time

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Are you a highly experienced and passionate learning and development professional with a proven track record of success in designing, delivering, and evaluating impactful training programs within a fast-paced contact center environment? Do you possess a deep understanding of adult learning principles and a knack for transforming complex technical information into engaging learning experiences?

We are seeking a dynamic and innovative Instructional Designer to join our Operations team, where you will play a critical role in elevating the skills and performance of our Direct-to-Consumer (D2C) contact center agents worldwide. This role requires a strategic thinker with an exceptional degree of creativity and intellectual curiosity, a strong analytical mindset, and a passion for driving continuous improvement in training programs.

This hybrid position offers the flexibility of working virtually while also collaborating in-person with our team at our Atlanta office a minimum of three days per week.

• Design and develop engaging learning experiences: Create blended learning solutions, including instructor‑led training, self‑paced eLearning modules, microlearning, simulations, and assessments. You'll be hands‑on in developing storyboards, scripts, and interactive activities.
• Specialize in scenario‑based learning: Craft realistic and immersive scenarios that allow learners to apply their knowledge and skills in a safe and engaging environment.
• Collaborate with stakeholders: Partner with subject matter experts (SMEs), business leaders, and the training delivery team to identify learning needs, gather content, and ensure alignment with business objectives.
• Translate business needs into learning solutions: Analyze business requirements and performance gaps to design targeted training solutions that address specific needs.
• Facilitate Train‑the‑Trainer sessions: Prepare facilitators to deliver training effectively by providing them with the necessary resources, knowledge, and support.
• Evaluate training effectiveness: Utilize data and feedback to continuously improve the quality and impact of training programs. This includes conducting needs assessments, analyzing learner performance, and gathering feedback from participants and stakeholders.
• Perform audience and needs analysis: Conduct thorough analyses to determine training requirements, including clear learning objectives, goals, and measurable metrics.
• Manage learning projects: Oversee learning projects from the initial analysis phase through implementation, including maintaining comprehensive documentation throughout the entire curriculum design lifecycle.

• Bachelor's degree or higher in an area of instructional design or adult learning theory or related field
• Minimum of three years of relevant, full‑time experience designing and developing complex blended learning solutions that follow adult learning principles including Gange’s Nine Events
• Ability to independently design, develop, and evaluate training courses and curricula using the ADDIE model
• Experience designing and developing eLearning storyboards
• Knowledge of assessment and evaluation strategies
• Experience with needs analysis, project management, and training program evaluation
• Outstanding oral, written, and presentation skills with a demonstrated ability to communicate effectively across all functional areas
• Strong attention to detail, multitasking, analytical, and problem‑solving skills
• Ability to respond to routine as well as complex, unplanned issues while adhering to deadlines for multiple initiatives
• Ability to independently research issues, gather evidence, and determine training needs
• Consistent with Equifax’s 3/2+2 flexible work framework, a willingness to work Tuesday, Wednesday, Thursday in Equifax’s Atlanta‑based office

• Experience with…