Instructional Designer

WTW is a leader in providing exceptional customer service solutions. Our service centers are at the heart of delivering outstanding support to our clients. We are dedicated to continuous improvement and innovative training methodologies that empower our employees to exceed client and customer expectations.

Job Overview

We are seeking an Instructional Designer to join our collaborative Learning & Development team in a fast-paced call center environment. This role focuses on creating high-quality learning solutions that enhance the performance and confidence of our call center agents. The Instructional Designer will partner with peers, subject matter experts, and facilitators to design engaging eLearning modules, instructor-led training (ILT), and blended learning experiences that are practical, learner-centric, and aligned to business goals.

Key Responsibilities

• Curriculum Development: Design and develop engaging, learner-centric training materials including eLearning modules, instructor-led courses, job aids, and blended learning solutions that meet service center needs.
• Learning Experience Design: Apply adult learning principles and instructional design models (ADDIE, SAM) to create interactive, effective, and practical learning experiences for call center agents.
• Evaluation and Improvement: Create and apply assessments, surveys, and feedback tools to measure training effectiveness and identify opportunities for continuous improvement.
• Collaboration: Partner with instructional designers, subject matter experts, and training facilitators to ensure content is accurate, relevant, and aligned with business objectives.
• Technology Utilization: Use eLearning authoring tools (Articulate Storyline, Rise, etc.) and learning management systems (preferably BigTinCan) to design, deploy, and track training programs.

Additional Responsibilities

• Facilitate training sessions as needed, both virtually and in-person.
• Leverage learning management systems and other technological platforms to deploy and track training initiatives.
• Support other learning and development initiatives as required.
• Attention to detail and the ability to work on multiple projects simultaneously.
• Creative problem-solving skills and the ability to adapt learning solutions to changing business needs.
• Ability to analyze training feedback and make recommendations for improvement.
• A passion for learning and development, with a focus on helping associates achieve their full potential.

Qualifications

• Experience: 3–5 years of instructional design experience, ideally in a service center, customer service, or similar fast-paced environment.
• Design Expertise: Proven ability to design and develop engaging, learner-centric modules that drive skill development and knowledge application.
• Project Management: Strong organizational and project management skills, including the ability to manage multiple priorities, collaborate with cross-functional teams, and meet tight deadlines.
• Technical Skills: Proficiency with eLearning authoring tools (e.g., Articulate Storyline/Rise), learning management systems (LMS), basic multimedia editing tools, and AI.
• Learning Foundations: Strong knowledge of adult learning principles, instructional design models (e.g., ADDIE, SAM), and training best practices.
• Communication: Excellent written and verbal communication skills, with the ability to simplify and present complex information clearly.
• Evaluation: Ability to use data and feedback to measure training effectiveness and make improvements.
• Creativity: Demonstrated skill in building interactive, engaging, and learner-centered experiences.

Preferred Qualifications

• Bachelor’s degree in Instructional Design, Education, Communication, or a related field. 
• Experience with gamification in training programs.
• Certification in instructional design or a related field (e.g., CPLP, CPTD).
• Familiarity with business operations and performance metrics.

Why Join Us:

• Innovative Environment: Be part of an award-winning department and recipient of the ‘Best Customer Service Training’ STEVIE Award 2020-2022. We recognize forward-thinking and is a company that values innovation and continuous improvement.
• Collaborative Culture: Work in a supportive team environment where your contributions are valued.
• Comprehensive Benefits: Competitive salary, health benefits, retirement plans, and other perks.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation.

Compensation 

The base salary compensation being offered for this role is $65,000 USD per year.  This role is also eligible for an annual short-term incentive bonus

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets