Job Description

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Job Description

We’re seeking an experienced Instructional Designer to build high-impact training for the servicing organization supporting a tech-forward consumer credit card at a large and prestigious global bank. This role focuses on developing learning solutions for inbound servicing agents, spanning a wide variety of financial topics and servicing workflows.

You’ll partner closely with stakeholders to analyze performance gaps, recommend the right learning modalities, and design/develop engaging learning experiences—with an emphasis on microlearnings, scenario-based activities, and practical tools that enable agents to perform confidently and consistently.

This is an excellent opportunity for someone who is comfortable executing in the ADDIE model (Analysis, Design, Development, Implement, Evaluate) and can work independently from storyboards and requirements with minimal handholding.

On a Typical Day, You Will

 

• Partner with servicing leaders, SMEs, and training stakeholders to identify learning needs, clarify business objectives, and diagnose performance gaps (Analysis).

 

• Recommend learning modalities based on audience needs and constraints—e.g., microlearning, eLearning modules, facilitator guides, or facilitator-led training.

 

• Curate and structure content into clear learning narratives, including decision trees, customer scenarios, call flows, and compliance-sensitive messaging.

 

• Design and develop microlearnings and eLearning that are highly practical, agent-friendly, and aligned to servicing metrics and customer experience outcomes.

 

• Create facilitator-led training assets when needed, including:

○ Facilitator guides

○ Participant materials

○ PowerPoint decks and structured activities

 

• Build and refine storyboards, translating complex servicing topics into concise, digestible learning moments.

 

• Iterate based on feedback, using stakeholder input and learner performance indicators to improve training (Evaluation support).

 

Working Style / What Success Looks Like

 

• You proactively clarify needs, identify gaps, and propose effective learning approaches.

 

• You deliver polished, ready-to-use learning assets that reduce agent uncertainty and improve servicing consistency.

 

• You elevate training quality for both internal teams and stakeholders.

 

• You communicate progress clearly—what’s in progress, what’s blocked, and what’s complete—while managing multiple deliverables.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills And Requirements

• Proven ability to execute the ADDIE model (Analyze, Design, Develop, Implement, Evaluate)

 

• 3+ years of instructional design experience building learning experiences in a professional environment

 

• Strong proficiency with modern instructional design tools, including:

○ Articulate 360 (Storyline/Rise) and/or comparable authoring tools

○ Adobe Creative Suite, With Emphasis On

• Photoshop

• Illustrator

• Audition

• Adobe Stock (asset sourcing and design consistency)

 

• Ability to work independently from storyboards and requirements with minimal oversight—organized, self-directed, and reliable.

 

• Comfort working in a fast-paced environment with multiple topics/projects in flight.

 

• Strong communication skills—able to translate SME input into learner-friendly content and provide clear status updates.
• Financial services experience (consumer lending, credit cards, servicing operations, call center training, disputes, payments, fraud, complaints, etc.).

 

• Experience designing training for servicing/contact center agents, especially inbound environments.

 

• Familiarity with scenario-based learning, call simulations, branching logic, and microlearning strategy.

 

• Experience in large enterprise environments, navigating multiple stakeholders and structured governance.

 

• Exposure to learning evaluation practices (e.g., knowledge checks, QA scorecards, operational metrics tie-in).

 

• Project management skills

Relevant certifications

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Job Tags

Remote work

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