Make your mark by shaping how customer service teams learn and perform. Join a collaborative team that builds practical, engaging learning experiences that support performance and career growth. Bring your expertise in instructional design to create training that is clear, consistent, and easy to apply on the job. If you enjoy partnering with subject matter experts and turning complex topics into simple, usable content, this role is for you.
Job summary:
As an Instructional Designer within Chase Travel Learning, you will design, develop, and improve training experiences that help customer service advisors deliver excellent support. You will partner with leaders and subject matter experts to identify learning needs and translate them into effective learning solutions. You will create content across multiple formats and ensure materials are accurate, consistent, and ready for deployment. You will use feedback and performance insights to continuously improve learning effectiveness and learner experience.
Job responsibilities:
- Partner with stakeholders to identify training needs and performance gaps
- Design engaging learning experiences across e-learning, instructor-led training, job aids, and assessments
- Develop training materials that are accurate, clear, and aligned to business processes and policy updates
- Facilitate train-the-trainer sessions to support consistent delivery and adoption
- Manage multiple development projects simultaneously and deliver to agreed timelines
- Evaluate learning effectiveness using feedback and performance indicators and implement improvements
Required qualifications, capabilities, and skills:
- Bachelor’s degree in Instructional Design, Education, or a related field
- Must have at least 3 years of instructional design experience creating training for customer-facing service teams (e.g., contact centers)
- Experience developing e-learning and instructor-led training materials, including job aids and assessments
- Proficiency with learning management systems and common e-learning authoring tools
- Strong written and verbal communication skills with the ability to partner effectively with diverse stakeholders
- Ability to work on a night shift schedule
Preferred qualifications, capabilities, and skills:
- Experience supporting travel-related products or services
- Experience applying project management practices to manage scope, timelines, and dependencies