Job Description

Job Requirements
Role/Job Title Analyst- Curriculum & Content Development
Primary responsibilities
1. Content Design & Development:

• Design engaging, interactive, and learner-centric training content focused on customer-centric behaviors, service excellence, and customer experience transformation.

• Develop e-learning modules, workshops, playbooks, microlearning assets, and other digital learning materials.

• Preparing scripts for nano learning and video courses. Also preparing quick action guides, byte size content

• Developing training material associated with the project such as instructor guides, participant guides, handouts, design documents, curriculums, job aids and assessments etc.

• Working on tools like Adobe ,Canva, articulate, Vyond etc would be an advantage

2. Generative AI Integration:

• Leverage AI-powered tools (such as ChatGPT, Synthesia, or similar) to generate, optimize, and scale learning content.

• Experiment with AI-driven storytelling, chatbots, and adaptive learning models to improve engagement.

• Train AI models to support role-play simulations, customer interaction scenarios, and behavioral reinforcement.

3. Instructional Strategy & Learning Design:

• Apply adult learning principles, instructional design models (ADDIE, SAM, etc.), and behavioral psychology to create effective learning journeys.

• Design gamified experiences, interactive case studies, and immersive learning formats (AR/VR, video-based learning, etc.).

• Develop self-paced learning modules as well as instructor-led training (ILT) and virtual ILT (VILT).

• Design storyboards on the agreed training framework and curriculum

• Design and develop instruction - led, Video based learning and e-learning training programs.

4. Content Personalization & Engagement:

• Design AI-driven adaptive learning paths based on employee roles, behaviors, and learning preferences.

• Create learning nudges, push notifications, and microlearning interventions to reinforce customer friendly behaviors.

• Drive education and awareness program and campaigns through both online & offline channel

5. Collaboration & Stakeholder Engagement:

• Work closely with Customer Experience teams, L&D, HR, and leadership to align learning content with business goals.

• Partner with SMEs, trainers, and digital learning teams to co-create content that drives behavior change.

SECONDARY RESPONSIBILITIES

• Collaborate with internal stakeholders to achieve the desired business objectives in terms of NPS and similar CX metrix.

• Support team effectiveness by covering essential tasks during planned or unplanned absences.

• Collaboration with Subject Matter Experts (CX leaders, Managers, Frontline teams etc)

• Knowledge management and repository maintenance

• Customer feedback integration