Senior Learning Designer, Customer Care ) Customer Service J

Senior Learning Designer, Customer Care

We are seeking an experienced Senior Learning Designer to join our Client Care Learning and Improvement Configuration Group. The role focuses on designing and implementing learning solutions for Client Care support teams.

• Assess training needs and upgrade content to ensure program adequacy.
• Design and deliver learning programs that enable new and existing partners to meet required knowledge and skills for Client Care roles.
• Measure the impact of new training initiatives and present results to stakeholders.
• Develop e‑learning solutions and support adoption across the organization.
• Lead learning innovation by identifying new approaches, evaluating current programs, and proposing enhancements.
• Collaborate with cross‑functional partners to ensure learning activities meet business objectives.
• Write or oversee the creation of content across various media, ensuring alignment with learning objectives and employee skill levels.
• Sequence learning goals, modules, time distributions, and experiential exercises.
• Use data to assess learning effectiveness and inform continuous improvement.
• Support business initiatives by building relationships with key partners and ensuring alignment with client needs.

Qualifications:

Graduate level education; full‑time employment preferred.

• Experience leading learning design and implementation for large customer care or similar teams.
• Strong project management skills and ability to deliver within tight timelines.
• Knowledge of adult learning principles and experience with e‑learning authoring tools.
• Analytical mindset to measure training impact against KPIs.
• Excellent communication and stakeholder collaboration abilities.
• Ability to travel up to 25% of the time.

• Culture champion: models company values and promotes inclusion and integrity.
• Employee initiative: reliable, mindful, honest, and straightforward.
• Adaptable: embraces change, learns quickly, remains resilient under pressure.
• Technology savvy: continually updates skills and uses data and technology to improve learning.
• Client focus: delivers results putting client first with a customer‑centric mindset.
• Strategic thinker: considers data, analysis, client insights, and business objectives in planning.
• Collaboration:
  
  builds trustworthy relationships, works cooperatively across teams.
• Innovation: seeks and applies new ideas to solving learning challenges.

Salary: $20 – $30 per hour. Travel up to 25% may be required.