Instructional Designer - Customer Experience

Job Locations US-TX-Arlington
Requisition ID
Employee Type
Full Time-Regular
Customer Experience / Customer Service


Designs and develops instructional material for facilitator-led and web-based learning solutions that support Customer Experience initiatives including both systems and soft skills training programs. Demonstrates and utilizes effective needs analysis, project management, instructional material development, and evaluation skills to determine the needs of the learning initiative, design and develop the instructional material, and as needed deliver content. Independently develops instructional material for internal audiences at all skill levels. This team member will also construct communications related to Customer Experience initiatives and training deployments.



  • Lead in the design and content development of learning projects.    
  • Effectively collaborate with subject matter experts to collect necessary data, raw content and custom information necessary to determine desired learning outcomes.
  • Attend project meetings and work with subject matter experts in the business units to define the training approach.
  • Independently design and develop instructional material that enables the learner to achieve the stated outcomes, including appropriate assessment of learner achievement.
  • Apply best practices and approaches of presenting and delivering instructional materials to adult learners
  • Utilize multimedia technology and authoring tools to design and develop web-based and eLearning content.
  • Independently organize, perform and oversee quality assurance testing of training and system simulations.
  • Design, develop, enhance and document all instructional materials.
  • Conduct instructional design reviews of learning deliverables both during development and after delivery.      
  • Stay current on all instructional design theory and strategies and spearhead implementation of these as appropriate.    
  • Create and maintain online training and procedure documentation.
  • Effectively communicate with team members and stake holders to ensure objectives, timelines and training goals are being met.
  • All other duties as assigned.



Reports to: AVP Training and Quality Assurance

Direct Reports: None



  • Strong background and deep knowledge in adult learning theory and current educational methodologies.
  • Experience with training material development support tools such as; Adobe Captivate, Articulate, Adobe Connect, and basic web programming.
  • Experience with image editing and screen capture tools (SnagIt or PhotoShop).



  • Excellent interpersonal, communication (written and verbal), and presentation skills.
  • Project management skills and proven success in working on and delivering multiple initiatives.
  • Strong proficiency in curriculum design, eLearning content development and web-based training development.
  • Expert proficiency in Microsoft Office Suite including but not limited to; Excel, Word, PowerPoint, Project, Publisher, Access and Visio.
  • Strong attention to detail with excellent editing skills.
  • Experienced in developing technology-based training courseware.
  • Proficiency in learning development software, including Adobe Captivate.
  • Experience with development methodologies like ADDIE (Analysis, Design, Development, Implementation, and Evaluation).
  • Ability to accommodate different learning styles and account for learner modality preferences in design.
  • Excellent organizational skills, with the ability to pay strict attention to detail and meet tight deadlines.
  • Proficiency in learning development software.                  
  • Experience with Microsoft Office applications, Macromedia Authorware, and Macromedia Dreamweaver, is a plus.



  • 1-4 years of combined and proven instructional design experience/education.
  • 5+ years of training experience with a focus on adult learning preferred.
  • Experience with methodized testing and quality assurance of web-based deliverables
  • Experience managing design and development of rich media content including the uploading and linking of materials
  • Experience working with/administrating learning management systems (LMS)



Normal office environment.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.