Instructional Designer - Customer Experience

JOB DESCRIPTION

Instructional Designer - Customer Experience

We are seeking a creative and strategic Instructional Designer to join our Customer Experience team. This role is ideal for someone passionate about designing impactful learning experiences that elevate customer interactions and drive performance. You'll collaborate with cross-functional teams to develop engaging, scalable training solutions that support our customer-facing teams.

About the role:

• Design and develop innovative learning programs, including eLearning modules, instructor-led training, and performance support tools tailored to customer experience roles.
• Conduct needs assessments and analyze performance gaps to inform instructional strategies and content development.
• Collaborate with subject matter experts (SMEs), stakeholders, and CX leaders to ensure training aligns with business goals and customer-centric values.
• Apply adult learning principles, instructional design models (e.g., ADDIE), and modern learning technologies to create effective and engaging content.
• Evaluate training effectiveness through feedback, assessments, and performance metrics, and iterate based on insights.
• Manage multiple projects simultaneously, ensuring timely delivery and alignment with brand and quality standards.
• Stay current with industry trends, tools, and best practices in instructional design and customer experience to continuously improve learning solutions.

RESPONSIBILITIES

In this role:

• Design and develop engaging instructional materials for customer-facing teams, including eLearning, instructor-led training, and blended learning solutions.
• Apply adult learning principles and instructional design methodologies (e.g., ADDIE) to create effective, learner-centered experiences.
• Utilize tools such as Adobe Captivate, Articulate, and Adobe Connect to build interactive and visually appealing training content.
• Edit and enhance visual assets using image and screen capture tools like SnagIt and Photoshop to support course development.
• Collaborate with subject matter experts and stakeholders to gather requirements and ensure training aligns with business goals.
• Manage multiple projects simultaneously, ensuring timely delivery and adherence to quality standards.
• Customize training to accommodate various learning styles and modalities, ensuring accessibility and inclusivity.
• Evaluate training effectiveness through assessments, feedback, and performance metrics, and iterate as needed.

QUALIFICATIONS

What makes you a dream candidate?

Work Experience:

• Required: 2-4 years of combined and proven instructional design experience and/or education.
• Preferred: 5-7 years of training experience with a focus on adult learning principles and practices.

Education

• Associates, Bachelor's, or Master's Degrees a plus

Flexible schedule required; may include long hours, weekends, holidays, occasional overtime, or split shifts.

Limited travel may be required to support business needs.

Strong emphasis on delivering high-quality service to both internal and external customers.

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture. We have an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than. work - we thrive.

Compensation: Competitive salary pay and annual bonus eligibility.

Work Life Balance: Flexible hybrid work environment, 2 days a week in office

Client-provided location(s): Arlington, TX

Job ID: GM_Financial-1086

Employment Type: FULL_TIME

Posted: 2025-10-17T19:27:00