Training Design Manager - TELUS Business

Description

Training Design Manager - TELUS Business

Job Level: Manager

Location: Philippines

Summary Of The Role:

A Training Design Manager is responsible for coordinating the (re)design of new hires and cross-skill training programs across multiple lines of business. This strategic role combines instructional design expertise, project management, and AI tool integration to create scalable, learner-centered training solutions that drive business outcomes.

Functional Responsibilities:

You'll lead the complete lifecycle of training program redesign, from conducting needs analyses and designing curriculum architecture to overseeing live delivery and continuous improvement. You'll work at the intersection of learning science (Bloom's Taxonomy, Kirkpatrick Levels), instructional methodology, and cutting-edge AI tools (Agent Trainer, EasyGenerator, Prism, NotebookLM, Google Vids, Gemini Pro, and Fuel IX Copilot). Training Redesign | Multi-Line of Business.

PLANNING & PROGRAM DESIGN

• Lead the end-to-end redesign of new hire and cross-skill training programs across multiple lines of business
• Conduct needs analysis and content audits to identify gaps, outdated material, and out-of-scope content
• Design curriculum architecture: learning sequence, Bloom's Taxonomy progression, and business KPI alignment
• Define the instructional strategy and AI tool selection for each program (right tool for right moment)
• Manage project timelines, version control, and change documentation across multiple concurrent programs
• Align with business stakeholders, SMEs, and facilitators to validate content accuracy and sequencing
  
  

CONTENT & DELIVERY METHODOLOGY

Write skills-first learning objectives in ABCD format for each training day across all programs

Develop minute-by-minute facilitator guides with exact scripting, timing, and contingency plans

Create full technical specifications for AI-powered learning tools, including:

• Agent Trainer: persona design, difficulty levels, evaluation rubrics
• EasyGenerator: interactive labs, branching scenarios, compliance checkpoints
• Prism (Fuel IX): games, flashcards, simulations, leaderboards, scavenger hunts
• NotebookLM: audio and video overview prompts and steering instructions
• Google Vids: demo and roleplay video scripts
• Gemini Pro: songs, jingles, and memory aids
• Fuel IX Copilot: on-demand support configurations
• Design formative and summative assessment rubrics aligned to Kirkpatrick Levels 1–4
• Produce learner-facing materials: job aids, quick reference guides, infographics
• Build facilitator preparation checklists and technology troubleshooting guides
  
  

TEAM COORDINATION

• Coordinate a team of Points of Contact (POCs) assigned by line of business
• Align POCs on instructional methodology, deliverable expectations, and quality standards
• Review and provide feedback on POC-created content to ensure design consistency
• Serve as the instructional design methodology reference for the team
  
  

EXECUTION OVERSIGHT

• Supervise the live delivery of redesigned programs to ensure fidelity to the instructional design
• Support facilitators in the correct use of AI tools during training delivery
• Monitor daily learning time compliance
• Track real-time formative assessment results and adjust delivery as needed
• Identify and resolve execution issues using predefined contingency plans
  
  

BUSINESS CONTINUITY

• Collect systematic feedback from SMEs, facilitators, and learners after each delivery
• Analyze assessment results to identify difficulty patterns and design gaps
• Apply SME corrections and content updates across all program materials
• Manage iterative versioning of programs (v1.0 → v2.0 → v3.0) with documented rationale
• Update facilitator guides, learner materials, and AI tool specifications with each revision
• Report program performance metrics to stakeholders (Save Rate, CSAT, AHT, FCR, Time-to-Proficiency)
  
  

Core Competencies:

• Managing self-development
• Embracing technology
• Focusing on customers
• Giving support
  
  

Knowledge:

• Comfort with AI prompt engineering for asset generation (steering prompts, persona writing, rubric calibration).
  
  

Qualifications:

• English C1 - Required
• Oral and written comprehension
• Appropriate use of language
• At least 2 years of experience in a relevant position
  
  

Minimum Requirements For Internal Applicants:

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard:
• Passing scorecard defined as Objectives + TELUS Values
• Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
• Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.
  

Important Reminders:

• All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved
  
  

For inquiries, email us at ta[email protected].

For more internal opportunities, visit workday careers here.

To know more about our internal application process in PH, click here.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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