Instructional Designer

About the Role

As an Instructional Designer at Zenni, you will play a vital role in supporting our award-winning Customer Service team. You are responsible for designing and delivering engaging, impactful learning experiences that enhance the skills of our frontline staff and support global training initiatives.

The ideal candidate is a proactive, data-driven professional who excels at turning training needs analysis into learning experiences with measurable business impact. You will work closely with remote global teams to ensure our customer service standards remain world-class while staying ahead of industry trends.

Responsibilities:

• Content Creation: Design and develop comprehensive learning materials, including e-learning modules, simulations, facilitator guides, blended learning materials, assessments, and job aids.
• Multimedia Production: Produce engaging assets such as graphics, videos, and interactive elements that align with company branding.
• Collaboration: Partner with Subject Matter Experts (SMEs) and cross-functional teams to define learning objectives and translate them into actionable training outcomes.
• Application-Based Learning: Create simulations and role-plays designed to measure an employee's ability to apply new skills in real-world scenarios.
• Maintenance & Auditing: Regularly audit training content for accuracy and update existing programs to reflect current tools, workflows, and business standards.
• Data Analysis: Track and analyze learner feedback and performance data to refine course design and improve knowledge retention.
• Global Alignment: Ensure all materials support the goals of the global organization and drive measurable business impact.

Basic Qualifications:

• Experience: Minimum of 3 years of professional experience in Instructional Design.
• Technical Proficiency: High level of expertise with course authoring tools (e.g., Articulate 360) and experience using Learning Management Systems (specifically TalentLMS).
• ID Theory: Demonstrable knowledge of adult learning theories and instructional design frameworks (e.g., ADDIE, Bloom’s Taxonomy).
• Analytical Skills: Proven ability to conduct training needs analysis and measure training success through data-driven insights.
• Communication: Strong interpersonal and diplomatic communication skills, with the ability to present effectively to varied audiences.
• Collaboration: Demonstrated ability to work effectively with remote, global teams.
• Organization: Strong ability to prioritize tasks, manage timelines efficiently, and maintain high standards of accuracy and quality.

Preferred Qualifications:

• Industry Background: Previous experience designing training for a Contact Center or Healthcare environment.
• Multimedia Skills: Ability to perform basic audio, video, and image editing to enhance instructional materials.
• Mindset: A passion for continuous learning and staying current with evolving trends in L&D and Customer Service.

Perks & Benefits:

• Annual Bonus Program
• HMO Coverage (Principal): HMO coverage for the employee
• HMO Coverage (Dependents): Coverage for up to 2 dependents 
• Vacation Leave: 20 accrued leave credits per year 
• Sick Leave: 5 sick leave credits per year, non-carryover
• Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
• 13th Month Pay: Equivalent to 1/12 of monthly gross salary multiplied by months worked