Learning Experience Designer
2 weeks ago
As part of the Global Operations team, the Learning Experience Designer will be focused on designing and delivering learning solutions that build and sustain knowledge and skills for front-line employees in the Canadian Banking Customer Contact Centres (CBCC). The Learning Experience Designer will design innovative learning solutions that incorporate the end-to-end learning cycle (assessment, design, evaluation, and sustainment). The incumbent will design and develop learning solutions using a variety of modalities and technologies including eLearning, instructor-led, virtual Instructor-led, simulations, and performance support resources (job aids, procedures, processes self-directed learning paths).
Is this role right for you? In this role you will:
Design and develop learning solutions/training programs in support of CBCC initiatives by:
• Using instructional design methodologies and techniques to design and develop learning solutions to meet diverse learner needs (utilizing various media including, instructor-led training, e-learning courses, and blended learning solutions). Primary tools for eLearning development include Articulate 360 and Adobe Suite.
• Creating learning and performance solutions for systems training, product training, sales & service training, new hire training and new skills training that will meet the learning needs of Customer Care Advisors (CCAs), Coaches, Managers, etc., ensuring an effective mix of functional and behavioural training.
• Working with subject matter experts (SME) to ensure program content is accurate and reflects current processes.
• Identifying ways to leverage internal resources to improve efficiencies. This includes using ‘in field’ employees to leverage best practices, skills and knowledge.
• Ensuring all digital learning deliverables meet the bank technology standards and accessibility requirements. Maintain CBCC training materials and content by:
• Performing regular reviews to identify and complete updates to existing training materials.
• Working with appropriate areas to ensure that all materials continuously meet business line, industry, and regulatory standards.
• Reviewing, revising, and curating existing learning content for new hire training and new skills training for existing employees to ensure consistency and accuracy of information.
• Reviewing program content and delivery feedback from CBCC facilitation teams and other stakeholders and implementing updates as appropriate. Support end-to-end project cycle for learning projects by:
• Independently managing small to mid-sized learning projects from analysis to implementation. Defining the learning project scope & charter, conducting a needs assessment, determining learning objectives, and recommending solutions - Creating, owning, and driving the learning project plan, including work back schedule, communication, and logistics
• Being able to act responsively in a work environment that has frequently changing priorities
• Being directly involved in the development of training solutions for multiple initiatives/projects of varying degrees of complexity that are managed concurrently and/or are required within short timeframes. Complete successful implementation of learning projects by:
• Following established CBCC operational standards and processes in the intake, design, and sustainment of learning solutions.
• Coordinating/executing the logistics of the training plan, including scheduling, printing, translation, etc.
• Planning for, scheduling, and working closely with facilitation teams to support effective train-the trainer sessions and successful deliveries.
• Supporting the administration of learning offerings on the enterprise learning management system (setting up, loading, testing, assigning, and reporting).
• Ensuring that a sustainment/maintenance strategy has been planned for and is put in place.
• Actively collaborating with the National Operations team to collect feedback and based on the outcome assessment, recommend ways for continuous improvement in learning and performance.
Do you have the skills that will enable you to succeed? We'd love to work with you if you have:
• Demonstrated knowledge of adult learning principles and a variety of design and development principles and methodologies
• Practical and theoretical knowledge in designing and developing eLearning and digital learning solutions using industry standard authoring tools (Storyline and Captivate preferred)
• Demonstrated thorough knowledge of developing storyboards for creation of eLearning programs
• Strong technical writing skills, with ability effectively communicate technical information clearly and simply to non-technical audiences
• Strong verbal communication skills
• Strong expertise in MS Word, Excel, PowerPoint
• Ability to act independently within defined objectives and direction
• Flexibility to adapt to a variety of tasks and functions and changing priorities
• Excellent analytical, planning, project management and organizational skills
• Ability to work authentically, energetically, and creatively in a team environment
• Strong planning, prioritization, and time management skills
• College or University degree, preferably in Adult Education, Training, Human Resources or equivalent with 2 – 4 years work experience
• Skill/ Experience with accessibility requirements
• Previous experience working in Financial Services or call centre environment
• Previous experience working with an LMS and/or Talent Management system
• Bilingual (French/English) language skills is an asset
• CTDP designation an asset
Dimensions:
The incumbent must have a strong understanding of learning design and current technology industry practices, to be able to advise the business on current solutions and to support the design and development of those solutions. The incumbent must be resourceful, collaborative, a strong communicator and organized. They must demonstrate the ability to manage multiple projects at once, work effectively with internal stakeholders across business lines and manage external vendor relationships and project plans. The incumbent must be able to build multiple and highly productive working relationships and look for partnership opportunities where training can be leveraged across business lines within Canadian Banking Contact Centres
Working Conditions:
The work environment is a standard office environment with PC usage. Key Contacts: Internal to Scotiabank Position/Department/Unit Reason Frequency Global Learning Office Learning & Performance Consulting, Canadian Banking Human Resources Canadian Bank Business Lines CBCC Projects To develop/deliver material Weekly.
What's in it for you?
The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers A rewarding career path with diverse opportunities for professional development Internal training to support your growth and enhance your skills An inclusive working environment that encourages creativity, curiosity, and celebrates success-
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