Job Description

Job Category: Learning and Training
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Role Purpose
Responsible for the development of instructional designed content for global contact centers. These include course design, manuals, outlines, course lesson plans, evaluation tools and other relevant job aids.
Key Accountabilities

• Conduct training needs analysis through a systematic approach (such as Performance Thinking) by understanding the business need, current competencies, training methods, cost and effectiveness.
• Responsible for managing onboarding and related programs
• Determine the most effective instructional design methods for training delivery, which take into consideration training principles, audience, and complexity
• Identify learning objectives and determine method used for assessing knowledge and skill based off-of defined behaviors and process details.
• Draft and create storyboards, content, and reinforcement tools.
• Responsible for the design and development of training curriculum, including course design, course lesson plans, participant materials, and job aids; and coordinate the updating of all training materials as needed.
• Create knowledge base and maintenance plans ensuring all training materials are kept up-to-date and reflect the latest processes and system changes.
• Lead and manage train the trainer sessions ensuring the intent, content and course flow is understood.
• Evaluate and assess training effectiveness through various data gathering formats (assessments, surveys, etc.)
• Create a reconciliation process for all content to validate outcomes are being delivered as expected.
• Using reconciliation, evaluation results and other feedback, having a strategic (considering timing and resource needs) continuous improvement program in place for training content and tools.

Key Skills & Experiences
Education

• Associates degree or Bachelors' degree in adult education or instructional design and training development or an equivalent combination of education and work-related experience.

Experience

• 1 - 3 years progressive work-related experience in instructional design or another relevant field.

Technical Skills and Knowledge

• Demonstrates clear, concise, and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
• Demonstrated proficiency in gaining desired behaviors through effective training methodologies.
• Demonstrated understanding of instructional program design models, techniques and methodologies (ex: ADDIE, SAM).
• Demonstrated proficiency with publishing and media development programs, Adobe Creative Cloud programs preferred.
• Demonstrated knowledge of basic web design (ex: WordPress, SharePoint, etc.). Experience with
• Microsoft Office, including PowerPoint and Word.
• Awareness in evaluating training effectiveness models, ex. Kirkpatrick.
• Have basic technical troubleshooting abilities to enable a hybrid working model (combination office & remote)
• Must be comfortable using meeting systems and video cameras

Physical Requirement:

• Ensure PCI Compliance and customer data privacy is met in accordance with IHG guidelines
• Flexible work environment with a blend of remote and office work (determined by your line manager)
• Flexible work time based on office hour requirements
• Must provide internet access and some technology per IHG guidelines

About Us: At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?
About the Team:
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.