Instructional Designer

4 days ago

Taguig, National Capital Region, Philippines Helloconnect Full time

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Instructional Designer (ID)

The primary purpose of the Instructional Designer (ID) is to create and refine high-quality learning content for our staff and produce materials for our trainers to roll out for all international markets. These contents cover topics such as Customer Service, Retention, Product and System Training, as well as Technical Training. You will be responsible for the creation of the above resources for all international markets and brands.

Key Accountabilities:

  • Be a champion of using ID theory to ensure the creation of materials such as creating Slide Packs, Facilitator Guides, and E-Learning materials are built with best practices in mind.
  • You will have a heavy focus on the creation and maintenance of Onboarding Programs, upskilling and Cross-Training materials.
  • Conduct train-the-trainer sessions for our training lead and team members and work closely with them to ensure feedback is implemented before final rollout.
  • Design and develop all training requirements across all international markets.
  • Conduct thorough evaluation using an ID evaluation method, such as Kirkpatrick's, to evaluate training rollouts to identify areas of improvement within both agents and materials.
  • Drive innovation within our remote and classroom-based training programs.
  • Cater for a diverse range of learners and create differentiated materials based on the participants' individual needs.
  • Use ID models and frameworks such as ADDIE and Bloom's Taxonomy to ensure the learning project runs smoothly and aligns with approved learning objectives.
  • Work closely with Local Knowledge Management Coordinators, Training Managers, and AD L&D to ensure all local rollouts are supported at a Global level.
  • Work closely with Global Teams, Training Manager, Lead, and Specialist to ensure that all Global rollouts have adequate training available to all levels of staff including Agents, Team Leaders (TLs), and Support Staff.
  • Create/contribute to weekly reports for agent-level roles; these reports should include, at a minimum, all weekly product updates and training performance.
  • Create/contribute to project progress reports and provide key information to Senior Management, including challenges or behaviors observed/assessed during training.
  • Conduct proactive needs analysis to ensure that any learning gaps are filled with training resources, including flagging outdated Shelf materials or new requests to our Knowledge Management Coordinators.
  • Create and maintain a catalog of available training should TLs or Operations request a particular training be assigned to their agents.
  • When required, work with our HelloConnect Team on the updating of marketing materials and website materials and use their Graphic Design skills to assist the business whenever required.
  • Become an expert on design and authoring tools used to create learning materials (such as Articulate Storyline and Rise).
  • Stay informed about changes in policies, procedures, products, or expectations relevant to CC and update/create training program materials and assessments.

Knowledge, Skills and Experience:

  • Exposure to Adult Learning and Stakeholder Management.
  • At least 2+ years experience as an Instructional Designer.
  • Understanding of Adult Learning Principles.
  • Passion for best practices.
  • Familiarity with ID Methodologies such as ADDIE and Kirkpatrick.
  • High attention to detail.
  • High level of product and system knowledge (All Markets).
  • Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect
  • High level of computer and analytics skills - Google Sheets and Slides preferred.
  • Confident and articulate communication skills.
  • Can-do attitude, going the extra mile for the customer and our agents.
  • Adapt quickly to any changes in the process.
  • Ability to implement and integrate continuous improvements as outlined by the Manager.
  • Can meet deadlines consistently.
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