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
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
ABOUT USJPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAMcxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.
An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.
