Content Lead, Customer Experience Training

Content Lead, Customer Experience Training 

Position Overview:  

We are seeking a dynamic experienced Content Lead to join our Customer Experience Training Team.  As the Content Lead, you will play a crucial role in shaping the educational experience for our sales force, driving the creation of engaging, effective, and efficient learning materials.  Your responsibilities will include content strategy development, curriculum design, content and script writing, and collaboration with subject matter experts to ensure the delivery of high-quality learning content and solutions, empowering a high-performing sales organization to achieve its goals.  

Key Responsibilities: 

• Develop and execute a comprehensive content strategy aligned with Customer Operations organizational goals and learning objectives, including creating exceptional customer experiences and strong sales performance.  
• Design, write, and create learning curricula, ensuring a well-structured, inclusive, and progressive approach to learning. 
• Lead the creation of various learning materials, including e-learning modules, instructor-led training materials, videos, and job aids.  
• Work closely with subject matter experts and other key stakeholders to gather information and ensure accurate and eloquent representation of content.  
• Implement quality assurance processes to review and continuously enhance existing content, ensuring accuracy, relevance, inclusivity and effectiveness. 
• Stay abreast of industry trends and emerging technologies, including AI, to incorporate innovative and engaging content delivery methods.  
• Utilize learning management systems and other technologies to deliver and track content effectively.  
• Manage multiple projects simultaneously, ensuring timely delivery of high-quality learning solutions. 
• Analyze data and feedback to continuously improve content quality and learner experience; prepare and present reports on learning metrics, tactics and recommendations to leadership. 

Qualifications: 

• 2+ years demonstrated experience in instructional design content development, preferably in a retail / e-commerce learning environment
• Demonstrated experience in Articulate 360, Vyond, text-to-speech, and other e-learning authoring tools and learning management systems required
• Demonstrated understanding of sales strategies and best practices, and proven ability to translate sales knowledge into effective learning programs
• Deep understanding of adult learning principles, instructional design models and learning technologies
• Robust project management skills with the ability to prioritize and manage multiple initiatives simultaneously
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Creative mindset with a focus on creating engaging and interactive learning experiences 
• Understanding and acceptance of diversity, equity, inclusion, and workplace belonging concepts
• Bachelor's degree in Instructional Design, Communications, or related field, preferred
• Available for domestic travel as needed, estimated 10%

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