The Instructional Designer role plays a vital role in supporting Zenni's award-winning Customer Service team. This position is responsible for designing and delivering engaging, impactful learning experiences that enhance the skills of our frontline customer service staff and support global training initiatives. The ideal candidate is passionate about staying current with industry trends, has experience working with remote global teams, and has a proven track record of turning training needs analysis into learning experiences with measurable business impact. Reporting to the Manager, Learning & Development, in the U.S., this role will be based on-site at our office in Makati, Manila.
Key Responsibilities:
- Under the direction of the Learning & Development Manager in the U.S., design engaging, impactful learning experiences that support the goals of our global organization and drive measurable business impact
- Design, develop, and maintain learning materials, including e-learning modules, simulations, facilitator guides, blended learning materials, assessments, and job aids that help further global training initiatives
- Design and produce engaging multimedia assets (including graphics, videos, and interactive elements) that align with company branding standards and enhance learning materials
- Collaborate with SMEs, both within CS and from cross-functional teams, in order to define learning objectives and translate them into measurable training outcomes
- Design application-based learning experiences, such as simulations and roleplays, that measure an employee's ability to translate learning into action on the job
- Audit materials regularly in collaboration with SMEs and cross-functional stakeholders to ensure training content is accurate and relevant
- Routinely update existing training programs to reflect current tools, workflows, and business standards
- Track and analyze learner feedback and performance data to continuously refine course design and improve knowledge retention
Minimum Qualifications:
- At least 3 to 5 years of experience in instructional design, preferably for a contact center or health care environment
- High level of experience with conducting data analysis, including training needs analysis, measuring training success, providing insights, and preparing reports
- Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitor own work to ensure quality
- Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions, and present effectively to varied audiences
- Demonstrated ability to collaborate with remote teams
- Proficiency with a course authoring tool such as Articulate 360 or similar
- Ability to perform basic audio, video, and image editing for the purpose of creating instructional materials is preferred
- Experience with Learning Management Systems, especially TalentLMS
- Demonstrable knowledge of adult learning theories and instructional design frameworks (ADDIE, Bloom's Taxonomy, etc.)
- Proactive, data-driven mindset and ability to take complete ownership of deliverables
- Passionate about continuous learning and keeping abreast of changes in Learning & Development, Instructional Design, and Customer Service industry trends
