Learning Experience Designer & Trainer - Associate

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Learning Experience Designer & Trainer - Associate

The successful candidates must possess a talent for concise, audience-targeted instructional development.

Position requirements include a strong knowledge of adult learning theory and instructional systems. The position also requires experience in using a variety of online learning development tools. To be considered, you will possess strong project and content management skills and have a proven track record developing multi-purpose learning content in areas such as self-paced and mobile learning. One of your main tasks is to form a culture of growth, collaboration and innovation within the Learning Experience Design team and you will be a crucial part of achieving this objective.

Essential Duties and Responsibilities:

• Ability and skill set to facilitate training classes virtually and in person
• Partner with operations and program leaders to align our learning programs with the expected business outcomes.
• Identify learning objectives, performance outcomes, and evaluative strategies to deliver content, including consulting with business owners and subject matter experts to identify learning gaps and content requirements.
• Embed data collection and feedback mechanisms throughout our learning solutions to generate data-driven, actionable insights into the Associate Learning Experience. Lead efforts to drive continuous performance improvement from those insights.
• Ability to break down complex, technical processes into simple, logical steps.
• Knowledge of instructional systems design methodology, rapid design/development methodologies, adult learning theory, research methodology, and assessment tools.
• Create instructional materials (e-learning, videos, software tutorials, user guides, job aids, audio and video scripts, storyboards, assessments, etc.) that transform technical information into professionally written, engaging instruction for call centre associates
• Ability to prepare and execute a trainer facilitation certification programs that certifies supplier trainers to deliver agent call center training
• Ability to conduct and facilitate train the trainer sessions on call center agent curriculum
• Communicate progress and opportunities through daily huddles and monthly business reviews.
• Ability to develop technical/software related job aids and user guides that are easy to read and understand, accurate and up to date, and correctly formatted using a style guide.
• Optimize the use of learning technologies that help us scale.
• Ability to design and develop blended and technology-enabled learning solutions, including web-based, instructor-led, virtual, on-the job, and self-directed learning resources.
• Influence decisions being made to incorporate more innovative ways of learning experience design for customer service associates

Basic Qualifications/Skills:

• Minimum of 2 years of experience in call center operations with a focus on training and development.
• 2+ years’ experience with current learning technologies in a large corporate environment
• Demonstrated ability to provide personalized one-on-one coaching, constructive feedback, and mentorship to individuals to improve performance and achieve targets.
• Proven experience in designing and delivering training programs for call center employees. Ability to develop engaging training materials, including manuals, presentations, and e-learning modules.
• In-depth understanding of call center operations and best practices. Familiarity with training methodologies, adult learning principles, and instructional design.
• Familiarity with learning management systems (LMS), multimedia tools, and e-learning platforms. Comfortable using technology for remote training delivery, virtual collaboration, and one-on-one coaching sessions.
• Bachelor’s in Education or Instructional Design; or at least 1 year of experience being a learning experience designer in Financial Services
• Excellent verbal and written communication skills, with the ability to effectively convey information to diverse audiences. Strong presentation, facilitation, and coaching skills.
• Strong organizational skills with the ability to manage multiple training programs simultaneously. Flexibility to adapt training methods and materials to meet changing business needs.
• 2+ years of experience working with Articulate Storyline, Camtasia, Adobe Illustrator, Snagit, Audacity and Microsoft Office
• Proficiency in Articulate 360.
• Ability to analyze training needs, evaluate trainee performance, and identify areas for improvement.

Preferred Qualifications:

• Capable of working on multiple projects while maintaining close attention to detail.
• Proven ability to work in fast paced environment without supervision
• Effective problem solving and strong interpersonal skills.
• Excellent analytical, organizational and project management skills.
• Certified Performance and Learning Professional (CPLP) or similar industry certification

Working with us

How do we do things at Capital One? We listen — to our people, and to our customers. We change with the times and have adopted a flexible hybrid model (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we’re open to discussing flexible working arrangements that will best accommodate you.

We want our associates to have a voice, and we’re committed to diversity, inclusion and belonging. We give everyone a seat at the table, bringing together different perspectives, backgrounds, and experiences to help challenge the status quo and create the best outcomes for everyone.

We’re focused on helping associates live well—physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We’ve designed our benefits program to be flexible, comprehensive and consistent across our organization. From health and fitness centers and discounts, to training and professional development programs—and much more—you’ll discover that Capital One is committed to helping you live your best life.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Job Category - People & Workplace