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Instructional Designer

Company: Fiserv
Location: Hickory
Posted on: September 9, 2020

Job Description:

Instructional Designer

What does a great Instructional Designer do?

We deliver the knowledge, skills and efficiency of the organizations associates by crafting and delivering engaging classroom and virtual instruction, facilitation and administration in new hire and skill improvement learning sessions for contact center associates. We are responsible for all the activities that occur in the full instructional cycle, including crafting, developing and delivering knowledge resources and instruction!

We collaborate with peers in the Support and Operations groups. The work focus is typically at one site with occasional/infrequent travel to other sites to consult and collaborate with investors, project sponsors and subject matter specialists in the knowledge development process and/or to deliver the instruction itself!

As an Instructional Designer you can look forward to:

Crafting and developing knowledge resources and collateral, proof read/edit documentation, test processes, initiate research, capture screens/recordings, develop work instructions and/or knowledge articles, etc. for at least one line of business (related to products, systems and customer service skills for telephone associates). Practicing the ADDIE model of beginning-to-end learning solution development; use proper methodology to create and instruct to accurate learning objectives in order to build relevant educational content and associated assessments.

Incorporating proven adult learning principles (learning needs/styles, etc.) in all development and delivery activities in the instructional process (including activities and skill practices). Delivering the knowledge resources that was developed to Facilitators. Acting as a learning and development consultant to the business, keeping up to date with instructional design processes and procedures and maintain awareness of needed changes to knowledge resources; make needed adjustments and changes on the spot. Assisting with continuous improvement of the Learning & Knowledge Solutions organization by recommending method improvements, curriculum enhancements and/or new procedures.

Building mutually beneficial relationships with internal partners and investors, including Supervisors, Managers and Team Leaders ; project sponsors, managers and key points of contact within the LOB and/or support functions; fellow Instructional Designers, Facilitators and Learning Enhancement Leads. Maintaining a growing knowledge of the business, products and learning programs. Be inventive to develop facilitation and design knowledge and skills in parallel - via books, articles, courses, practice and/or industrial organizations. Remaining flexible and calm under pressure; be open to varying conditions, offering creative solutions and a positive can-do demeanor.

Basic Qualifications for Consideration:

2 plus years


  • Experience or Certification and application in the ADDIE or similar Design methodology for example Agile, SAM, or similar
  • Consulting, strong organizational and prioritization skills, and basic project management

    1plus years or school related

    • Designing and developing training tools and collateral for various knowledge programs in a contact center or customer service environment.
    • Design tools, such as Adobe Creative Cloud and Articulate 360.
    • Demonstrated experience with gaining knowledge on new software, processes, lines of business or other content. The ability to adapt to dynamic environments and take initiative in learning.

      Preferred Skills, Experience, and Education:

      • Bachelors degree
      • Experience with the latest learning and development trends, models, methods and techniques; practical knowledge of adult learning principles and instructional design concepts, including ADDIE, AGILE or rapid methodologies like SAM.
      • Demonstrated skill in collaborating with participants, partners, internal customers and teammates to assess learning needs and design/deliver appropriate solution(s).
      • Travel required: 5-10%

Keywords: Fiserv, Hickory , Instructional Designer, Other , Hickory, North Carolina

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