Job Description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Learning Experience Designer & Trainer - Associate

The successful candidates must possess a talent for concise, audience-targeted instructional development.

Position requirements include a strong knowledge of adult learning theory and instructional systems. The position also requires experience in using a variety of online learning development tools. To be considered, you will possess strong project and content management skills and have a proven track record developing multi-purpose learning content in areas such as self-paced and mobile learning. One of your main tasks is to form a culture of growth, collaboration and innovation within the Learning Experience Design team and you will be a crucial part of achieving this objective.

Essential Duties and Responsibilities:

Influence decisions being made to incorporate more innovative ways of learning experience design for customer service associates

Create instructional materials (e-learning, videos, software tutorials, user guides, job aids, audio and video scripts, storyboards, assessments, etc.) that transform technical information into professionally written, engaging instruction for call centre associates

Partner with operations and program leaders to align our learning programs with the expected business outcomes.

Optimize the use of learning technologies that help us scale.

Embed data collection and feedback mechanisms throughout our learning solutions to generate data-driven, actionable insights into the Associate Learning Experience. Lead efforts to drive continuous performance improvement from those insights.

Communicate progress and opportunities through daily huddles and monthly business reviews.

Identify learning objectives, performance outcomes, and evaluative strategies to deliver content, including consulting with business owners and subject matter experts to identify learning gaps and content requirements.

Ability to design and develop blended and technology-enabled learning solutions, including web-based, instructor-led, virtual, on-the job, and self-directed learning resources.

Ability to develop technical/software related job aids and user guides that are easy to read and understand, accurate and up to date, and correctly formatted using a style guide.

Ability to break down complex, technical processes into simple, logical steps.

Knowledge of instructional systems design methodology, rapid design/development methodologies, adult learning theory, research methodology, and assessment tools.

Ability and skill set to facilitate training classes virtually and in person

Ability to conduct and facilitate train the trainer sessions on call center agent curriculum

Ability to prepare and execute a trainer facilitation certification programs that certifies supplier trainers to deliver agent call center training

Basic Qualifications/Skills:

Minimum of 2 years of experience in call center operations with a focus on training and development.

In-depth understanding of call center operations and best practices. Familiarity with training methodologies, adult learning principles, and instructional design.

Excellent verbal and written communication skills, with the ability to effectively convey information to diverse audiences. Strong presentation, facilitation, and coaching skills.

Proven experience in designing and delivering training programs for call center employees. Ability to develop engaging training materials, including manuals, presentations, and e-learning modules.

Demonstrated ability to provide personalized one-on-one coaching, constructive feedback, and mentorship to individuals to improve performance and achieve targets.

Strong organizational skills with the ability to manage multiple training programs simultaneously. Flexibility to adapt training methods and materials to meet changing business needs.

Ability to analyze training needs, evaluate trainee performance, and identify areas for improvement.

Familiarity with learning management systems (LMS), multimedia tools, and e-learning platforms. Comfortable using technology for remote training delivery, virtual collaboration, and one-on-one coaching sessions.

Proficiency in Articulate 360.

Bachelor\xe2\x80\x99s in Education or Instructional Design; or at least 1 year of experience being a learning experience designer in Financial Services

2+ years\xe2\x80\x99 experience with current learning technologies in a large corporate environment

2+ years of experience working with Articulate Storyline, Camtasia, Adobe Illustrator, Snagit, Audacity and Microsoft Office

Preferred Qualifications:

Proven ability to work in fast paced environment without supervision

Capable of working on multiple projects while maintaining close attention to detail.

Excellent analytical, organizational and project management skills.

Effective problem solving and strong interpersonal skills.

Certified Performance and Learning Professional (CPLP) or similar industry certification

Working with us

How do we do things at Capital One? We listen \xe2\x80\x94 to our people, and to our customers. We change with the times and have adopted a flexible hybrid model (remote and/or in-office). A flexible hybrid working model is one that creates the opportunity to match the work that we do to the environment that best supports that work. We recognize that everyone has a unique working pattern so we\xe2\x80\x99re open to discussing flexible working arrangements that will best accommodate you.

We want our associates to have a voice, and we\xe2\x80\x99re committed to . We give everyone a seat at the table, bringing together different perspectives, backgrounds, and experiences to help challenge the status quo and create the best outcomes for everyone.

We\xe2\x80\x99re focused on helping associates live well\xe2\x80\x94physically, financially and emotionally. When you join us, we support you and those who are most important to you, offering full coverage for spouses, domestic partners, and dependents. We\xe2\x80\x99ve designed our to be flexible, comprehensive and consistent across our organization. From health and fitness centers and discounts, to training and professional development programs\xe2\x80\x94and much more\xe2\x80\x94you\xe2\x80\x99ll discover that Capital One is committed to helping you live your best life.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One\'s recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Capital One