Instructional Designer, Deloitte Global Contact Center

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

In this role, you will create effective, engaging, and scalable learning solutions in an appropriate modality to equip adult learners for success. This role translates business needs, performance gaps, process changes, and learner needs into practical learning experiences which accelerate proficiency and/or improve performance. The role requires understanding what employees need to learn, what they need to practice, and what they need to find to be successful.

Key Accountabilities

• Partner with stakeholders, colleagues, and/or subject matter experts to understand business objectives, learner needs, performance expectations and operational challenges
• Ability to create learning where none currently exists including simplifying complex problems
• Identify critical knowledge, skills, behaviors and judgment employees need for success
• Understand what employees need to know, practice, find or be aware of when executing role
• Design learning experiences using adult-learning principles, sound instructional design practices, and performance-based methods
• Create content using a balanced tell-show-do-review approach
• Design realistic scenarios, activities, assessments and practice opportunities reflecting realistic and common customer interactions
• Sequence learning to progressively develop employee capability without introducing complexity; review and recap consistently
• Determine appropriate modality for learning needs and design appropriate solutions – ILT, digital, micro learning, etc.
• Works autonomously to create high-quality learning materials efficiently including facilitator guides, participant guides, activities, simulations and assessments
• Execute content lifecycle management practices
• Partner with facilitators to develop and appropriately prepare them for content delivery incorporating facilitator and learner feedback into curriculum enhancements
• Partner with knowledge management helping ensure current, actionable, relevant, discoverable knowledge content
• Design learning which develops employees’ ability to efficiently locate, interpret, and apply knowledge effectively and efficiently during interactions
• Advocate for learning what must be learning and finding what should be found
• Manage assigned learning initiatives from analysis and design through development, implementation, evaluation and maintenance
• Facilitate productive conversations balancing business requirements, learner needs, operational constraints, and learning effectiveness

About the team

Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte’s success.

Enough about us, let’s talk about you

Requirements

• 4-year degree or equivalent professional experience
• 4+ years combined experience in facilitation, leadership and/or instructional design
• Instructional design expertise: strong knowledge of adult learning and instructional design principles; conducts gap analysis; effectively designs/creates activities and simulation-based learning; creates effective assessments to measure learning

Skills / Competencies

• Business & operational acumen: understands how learning connects to employee, customer, operational and business outcomes; design curriculum through lens of learner
• Leaner-centered thinking: advocates for learner; recognizes and manages unnecessary cognitive burden (over training), designs for application and outcomes; ability to simplify complex information without diluting essential meaning
• Collaboration & influence: builds strong relationships with facilitators, SMEs, knowledge management, quality, operations and leaders; ability to influence with objectivity and clarity
• Critical thinking & problem solving: diagnoses problems before proposing solutions; ability to identify root cause, makes data based decisions, demonstrates curiosity and asks questions effectively
• Communication: excellent written, verbal, and visual communication; ability to simplify the complex; strong storytelling expertise; ability to communicate effectively across levels
• Technology & digital fluency: proficient with using multiple learning management/design applications; embraces adopting new technologies; uses technology purposefully to improve quality, efficiency

Total Rewards

The salary range for this position is $69,000 - $114,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.