Instructional Designer

We are hiring our first dedicated Instructional Designer to build Learning & Development for our Client Services group from the ground up. This is a full-scope role: you will design the curriculum, select and launch the training platform, write the content, deliver the training, and prove its impact with measurable results.

Client Services is growing quickly, and our first priority is getting new hires to full productivity faster and more consistently. Today, much of how the work gets done lives with the experienced team members already in the role. You will capture that knowledge, turn it into standardized procedures, and build a repeatable onboarding program around it.

Standardized procedure documentation is central to this role, especially for the Form CRS (Customer Relationship Summary) and the client-facing processes tied to it. Your work will help ensure every client interaction is accurate, consistent, and compliant.

Build the L&D function

• Assess current Client Services skills, workflows, and knowledge gaps through interviews, job shadowing, and process reviews with tenured team members and leadership.
• Design the L&D strategy, governance, and operating model for Client Services, including roadmap, priorities, and success metrics.
• Build a structured new-hire onboarding curriculum with defined learning paths, milestones, and competency checkpoints.
• Establish standards and templates for all training and procedure content so materials stay consistent as the team scales.

Select and launch the training platform

• Define requirements, evaluate vendors, and recommend a Learning Management System (LMS) or learning platform.
• Lead implementation: configuration, course and user setup, enrollment rules, reporting, and integrations with HR and other firm systems.
• Serve as platform administrator and owner, maintaining content, user records, and completion tracking.

Standardize procedures, including Form CRS

• Document Client Services procedures as clear, step-by-step standard operating procedures (SOPs), job aids, and checklists.
• Own procedure documentation related to the Form CRS (Customer Relationship Summary), including delivery requirements, timing, client communication, and recordkeeping.
• Partner with Compliance to ensure training and procedures align with SEC, FINRA, and firm requirements, and update content when rules or processes change.
• Maintain a version-controlled procedure library that serves as the single source of truth for the team.

Develop and deliver training

• Apply adult learning principles and instructional design models (ADDIE, SAM, or similar) to create blended learning: eLearning, instructor-led sessions, virtual training, simulations, and on-the-job practice.
• Build content with authoring tools such as Articulate 360, Adobe Captivate, or Camtasia.
• Facilitate onboarding and ongoing training sessions, both in person in Chicago and virtually.
• Design a mentoring or peer-shadowing program that pairs new hires with experienced team members.

Measure and improve

• Define and track outcome metrics such as time to proficiency, error rates, quality scores, client satisfaction, and new-hire retention.
• Use evaluation frameworks such as the Kirkpatrick model to assess learning effectiveness and business impact.
• Report results to Client Services and firm leadership, and continuously refine programs based on data and feedback.

• 10+ years of instructional design and L&D experience, with a track record of standing up training programs from the ground up.
• Wealth management industry experience is required; broader financial services experience is a strong complement.
• Full-lifecycle ownership: needs analysis, curriculum design, content development, facilitation, program management, and evaluation.
• Proven, measurable results, such as reduced time to proficiency, improved quality or accuracy, or higher retention. Please be ready to share specific examples.
• Hands‑on experience selecting, implementing, and administering an LMS.
• Strong procedure‑writing skills, with experience producing SOPs and job aids in a regulated environment.
• Working knowledge of Form CRS, Regulation Best Interest, and related client disclosure and recordkeeping requirements.
• Confident facilitator for both live and virtual audiences.
• Able to work hybrid from our Chicago office.
• Bachelor's degree or equivalent experience.

• Prior experience in a Client…