Servicing Training Instructional Designer Lead

The Instructional Designer Lead plays a pivotal role in building our instructional design team from the ground up. This is not just a position—it’s an opportunity to shape the future of learning within the organization. 

You will be responsible for establishing the processes, structure, and culture of the team, driving innovation, and ensuring that our learning experiences align with the company’s goals and values. As a key leader, you will navigate the complexities of change, foster resilience, and lead the team in developing impactful learning solutions that empower our employees. Your ability to build, inspire, and adapt will be crucial as we establish a new standard of excellence across Training teams at Service Experience.

Key Responsibilities:

1. Team leadership:

• Lead the creation and development of the instructional design team, defining responsibilities & processes that set the foundation for future success. 
• Develop & implement workflows, standards, and best practices that streamline design & development efforts, ensuring consistency & quality across all learning programs in Service Experience. 
• Provide guidance and support in team members’ professional development, offering regular feedback, coaching and fostering a collaborative and innovative work environment.
• Oversee day-to-day operations, monitor team performance, and report progress to senior leadership, ensuring alignment with organizational goals.
• Cultivate a resilient team culture that embraces change and thrives in a dynamic environment. Guide your team through new challenges, encouraging a mindset of continuous learning and flexibility.
   

2. Instructional design & content development:

• Supervise the design and development of engaging and interactive learning content, including e-learning, instructor-led training, blended learning, simulations, and multimedia formats.
• Apply adult learning theories and instructional design models (e.g., ADDIE, Bloom’s Taxonomy, etc) to create effective training programs that meet the needs of the target audience.
• Ensure all content is current, relevant, and aligned with the company’s objectives and standards, incorporating feedback and best practices from the instructional design field.
   

3. Needs assessment, evaluation & improvement:

• Conduct needs assessments, analyze learning gaps, and collaborate with stakeholders to define project requirements and scope.
• Implement effective evaluation strategies to measure the impact of training programs and materials, using data to drive continuous improvement.
• Collect feedback from learners and stakeholders, making data-driven adjustments to enhance the quality and effectiveness of instructional content.

4. Project Management:

• Manage multiple design and development projects simultaneously, ensuring adherence to timelines, budgets, and quality standards.
• Coordinate with cross-functional teams, including subject matter experts, trainers, and other stakeholders, to ensure project success and seamless execution.
   

5. Technology Integration:

• Utilize learning management systems (LMS) and other educational technologies to design, develop, deliver, and track training programs.
• Stay updated with the latest trends, tools, and best practices in instructional design and technology to continuously enhance the team’s capabilities.

• Minimum 3-5 years of experience in instructional design, content development, or a similar role within a Learning & Development department, with at least 1-2 years in a team leadership position.
• Proven track record of successfully managing and delivering complex design projects.
• Expertise in instructional design models, learning theories, and educational technology.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with diverse stakeholders.
• Strong project management skills with a focus on organization, prioritization, and time management.
• Proficiency in key design tools, including LMS, Articulate, or similar e-learning authoring tools.
• Passionate about creating engaging learning experiences and committed to continuous improvement and innovation in the field.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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