• Instructional Design Specialist

    Job Locations BR-SP-Sao Paulo | MX-NLE-Monterrey
    Requisition ID
    Employee Type
    Full Time-Regular
    Customer Experience / Customer Service
  • Overview

    AZULThe Instructional Design Specialist will assess, design, develop and maintain assigned curricula to drive a customer-focused and experience-driven learning culture across GMF International Operations (IO). This position is key to the standardization and alignment of the GMF IO vision to deliver better customer experiences by equipping employees through an integrated approach to employee on-boarding, job-skills, on-going and developmental learning experiences. 


    • Work with interdisciplinary teams that include employees, management, subject matter experts, and other stakeholders to conduct needs analysis to:
      • Determine source of performance gaps
      • Identify task requirements
      • Define project mission, goals, tasks, and resource requirements
    • Utilize sound instructional design and adult learning methodologies to create and maintain course materials for key functional areas, roles, and initiatives to support GMF International Operations (IO) employees.
    • Create courses and materials in a variety of delivery methods including but not limited to: eLearning, classroom, webinar, self-study, job aids, and video.
    • Integrate a customer centric way of delivering service in all courses in alignment with Customer Experience (CX) programs.
    • Ensure appropriate training evaluation measures are employed in each course (up to and including business impact and return on investment).
    • Maintain strict confidentiality of all information.

    Periodic travel may be required. (5-20%)


    Education Level:

    • Bachelor’s degree
    • Preferred areas of study include: Instructional Design, Learning and Curriculum Development, Human Resources Development, Technical Writing, English, Graphic Design, or similar


    Experience Level:

    • eLearning content development: 3 years
    • Facilitator led content development: 1 year
    • Experience with Microsoft Office (particularly Word and PowerPoint), learning management systems


    Certifications or Special Training Required: 

    Experience following the ADDIE model, instructional design processes, and adult learning principles, specifically:

    • Training needs analysis
    • Design and development of:
      • Facilitator led classroom
      • Virtual classroom (webinar)
      • eLearning (experience using Captivate or Articulate)
      • Self-study
      • Job aids
      • Assessments (Kirkpatrick levels 1-4)

    Skill & Knowledge: 

    • Experience in the financial services industry and operational related positions (preferred)
    • Experience with customer service excellence initiatives (preferred)
    • Experience working with multi-functional and/or multi-cultural teams (required)
    • Strong English written and oral communication (required)
    • Strong Spanish written and oral communication (required)
    • Strong Portuguese written and oral communication (preferred)
    • Excellent presentation and organizational skills
    • Ability to create and maintain work relationships
    • Demonstrate interpersonal skills in order to effectively communicate with project teams and stakeholders
    • Strong analytic and problem solving skill set
    • Strong project management skill set


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