The role
This role is responsible for designing, developing, and implementing digital learning solutions that drive employee development and support organizational and partner growth. This role requires a blend of instructional design expertise and a deep understanding of digital tools and technologies to create engaging and impactful e-learning programs. The Senior Associate will collaborate closely with subject matter experts in Customer Care and other key stakeholders to ensure that e-learning content aligns with organizational goals and meets the diverse learning needs of vendor partners.

Key Tasks & Responsibilities
- Lead the migration of existing content and the development of new digital learning materials (including videos, eLearning courses, virtual classes, and the like) in collaboration with stakeholders.
- Design and develop training content that adheres to eLearning principles and best practices.
- Create and refine design tools such as storyboards, visual layouts, and eLearning templates to enhance content quality and consistency ensuring efficient collaboration with vendor partners.
- Spearhead and execute digital training initiatives by promoting the increased adoption of the LMS and creating engaging digital learning environments across all distribution channels.
- Analyze learning data and metrics to assess the effectiveness of digital training programs and implement improvements that directly contribute to enhancing Agent performance and achieving key performance indicators (KPIs).
- Lead and manage end-to-end e-learning projects, from concept development to delivery, ensuring alignment with organizational goals, timelines, and stakeholder expectations.

Qualifications & Skills
- Minimum of 3 years of proven experience in designing and developing engaging e-learning content and training materials.
- 3-5 years of extensive experience with Articulate Storyline 360 is required.
- Strong visual design skills with proficiency in tools like Dreamweaver, Photoshop, and Illustrator, along with the ability to create effective storyboards.
- Proficient in video editing with the ability to craft instructional videos.
- Skilled in writing clear and effective copy, instructional text, and audio/video scripts.
- Ability to manage multiple tasks effectively, prioritize work, and meet deadlines consistently.
- Solid understanding of Learning Management Systems (LMS) and their application.
- Strong communication skills, both written and spoken.
- Outstanding skills in delivering presentations and facilitating sessions.

Qualifications & Skills
- Analytical Training Certifications - relevant certifications such as Certified Professional in Learning and Performance (CPLP) or eLearning Guild certifications.
- Experience with instructional design models (e.g., ADDIE, SAM)
- Knowledge of gamification principles and how to integrate them into e-learning to enhance engagement and motivation.
- Experience with SCORM (Sharable Content Object Reference Model) and xAPI (Experience API) standards for tracking and reporting learner interactions.
- Understanding of UX principles to create intuitive and user-friendly e-learning interfaces.
- Skills in adapting content for different languages and cultures, and ensuring compliance with accessibility standards