Senior CX Instructional Design Training Specialist

Job Description

We are seeking an experienced Sr. CX Instructional Design Training Specialist to lead our instructional design team in creating and implementing effective training and learning solutions across the global market. This pivotal role focuses on the strategic development and optimization of customer service operations to ensure that our customer support team delivers exceptional service from day one and maintains high-quality interactions with customers across diverse global countries. The ideal candidate will possess a thorough understanding of instructional support. The Sr. CX Instructional Design Training Specialist will shape learning programs that comply with organizational goals and branding guidelines, ensuring consistency in voice and educational effectiveness at international levels.
Your Role Accountabilities
• Lead the instructional design team to ensure the development of engaging, effective, and pedagogically sound learning experiences.
• Collaborate with subject matter experts and organizational leaders to identify training needs and instructional end goals.
• Ensure training materials developed by the team are congruent with learning objectives and meet the instructional needs of the organization.
• Design, update, and implement instructional strategies and materials using various learning methodologies including eLearning, video, classroom training, interactive simulations, and new technologies.
• Oversee the quality assurance of training materials including course content, educational handouts, and instructional notes.
• Align all training materials with the organization's branding standards to maintain a consistent voice and visual presentation across all learning platforms.
• Manage multiple project timelines, deliverables, and stakeholder expectations effectively.
• Develop and monitor key performance indicators to evaluate the effectiveness of training programs and implement improvements as necessary.
• Provide development opportunities for team members and foster a positive work environment.
• Continuously explore new educational technologies and methodologies that can enhance learning experiences and outcomes.
• Facilitate training classes, as needed.

Skills and Experience Required
• 5+ years experience as an instructional designer, ideally within a CX or customer service-focused environment.
• Demonstrated ability to multitask effectively in a fast-paced, global environment.
• Proficiency with learning management systems (LMS) and modern eLearning authoring tools.
• Strategic thinker with a creative approach to problem-solving and meeting diverse customer needs.
• Flexibility required for global collaboration

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-4kk7qy-216-73-216-0-42 in your application.