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Instructional Designer: American Express

Instructional Designer



The American Express Learning Network (AELN) training organization is seeking an instructional designer with a solid foundational background in technical training and e-learning development to focus on building lessons and courses for multiple clients and maintaining multiple training programs and initiatives. The ideal candidate will be able to use their design skills equally well for Instructor Led Training and e-learning as a delivery mechanism to drive significant improvements to customer satisfaction. This candidate will focus on delivering training through the above mentioned skills/blend to AELN Customer Care Professionals (CCP?s). The training you develop in this role will directly impact the ability of CCP professionals to resolve customer issues with American Express products and services while living the American Express Customer Care Principles. This role will also require the ability to clearly explain and train complex customer service skills by the learning products they produce for the AELN facilitation team.

Responsibilities
o Design, develop, and build blended learning content for world class customer service business needs.
o Help meet American Express business goals by ensuring the readiness of CCP support agents to respond to various customer contacts. This could include work with content around any American Express Line of Business or skill set.
o Develop and evangelize best practices in training and performance improvement processes. Work closely with Subject Matter Experts (SME's) to identify key product information and use e-learning to for distribution to our vendor agents.
o Write training-related assessments in an electronically delivered medium to meet the objectives as defined by the design document.
o Work cross group with other AELN training teams to establish best practices and partner to leverage others content as appropriate.
o Provide onsite support and training when needed to CCP?s.
o Build and deliver Train the Trainer sessions.
o Work with and help maintain core new hire training components.
o Be able to effectively project manage your development efforts and execute the vision you have for your programs/projects.

- Minimum 1 year Instructional Design experience.
- Proven experience with Instructional Design and the ability to write course/lesson level content.
- Ability to write application-level test questions, creating strong performance and knowledge measures through traditional testing mechanisms (i.e multiple-choice questions) as well as scenario based testing scenarios for all international support needs.
- Proven e-learning design and development experience.
- Experience with designing, developing and delivering blended learning solutions and Instructor led documentation.
- Experience developing multiple projects at one time successfully even when those projects may fall outside of core responsibilities.
- Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions.
- Proven Microsoft Office skills in Word, PowerPoint and Excel.
- Familiarity with Word .dot files, working with styles and following standards.

Preferred:
- Degree or certification in Performance Technology, Instructional Design, Adult Learning, or Teaching strongly desired.
- Stand-up training experience is very helpful.
- Experience with using Learning Management Systems a plus.
- Knowledge of Captivate strongly desired.

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=838715-1880-1162