Amazon Jobs – Instructional Designer

About the job

Job Summary

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Job Summary

Amazon’s EU Consumer Customer Service Support team is seeking a creative, tech-savvy Instructional Designer with experience in building engaging learner-centered and performance-based learning solutions that include application and customer interaction simulations and are deployed across multiple training modalities. As an Instructional Designer on this team, you will develop and maintain training programs that support Consumer Customer Service associates throughout the EU Region, and across our Global Organization. If you are a native English and/or French speaker, passionate about adult learning, fluent in any additional European language and holding a solid command of application simulation tools, this job is for you!

The role can also be based in Edinburgh, Berlin, Amsterdam or Cagliari.

Responsibilities

Client Relationship Management

• Effectively communicate training strategies to senior-level leaders
• Build and maintain relationships with both regional and global stakeholders, including business and operations teams
• Collaborate with Contact Center teams and Subject Matter Experts across the network, along with partnering with other members of the Learning Community (Instructional Design, Training Delivery, Reporting and Evaluations Analysis)

Instructional Design-Project and Program Management

• Skillfully perform needs and task analysis to create targeted and engaging learning solutions that blend instructor-led with virtual classroom, and other modalities as appropriate
• Flex your skills to create e-based training content along with gamified lessons, blended courses, interactive videos etc. as required, supporting the translation and localization of this content
• Leverage data to effectively evaluate behavioral and business impact of the training material produced, as well as measure the effectiveness of the same learning interventions using key performance metrics
• Follow a modular, standardized process to create learner-centered, performance-based training that is flexible, adaptable and scales gracefully
• Simultaneously manage multiple, complex projects with tight deadlines and time-critical deliverables through their entire life cycle

The ideal candidate is comfortable in a fast-paced, multi-tasked, high energy environment. They are an adult learning expert and a creative and analytical problem solver with a passion for excellence in customer service.

Basic Qualifications

• Bachelor’s Degree in instructional technology, instructional design or a relevant field
• Three years of relevant experience in instructional design
• Native and/or fluent in English, Italian or Spanish
• Demonstrated skills in needs analysis and evaluation using standard Contact Center metrics
• Proven experience in design and development of performance-based training across multiple learning modalities, with e-Learning development being an essential requirement
• High proficiency with e-Learning development tools such as Articulate Storyline 3 and other supporting tools such as Adobe Photoshop, After Effects, Camtasia, Vyond for Video creation
• Full Proficiency with Microsoft Office products and with publishing and tracking learning objects in an LMS (Cornerstone On Demand as a preference)
• Self-starter, with proven experience of working on program/projects with a geographically dispersed team
• Core Program and Project Management skills

Preferred Qualifications

• Master’s Degree in Adult Learning, Instructional Design, Learning Technology, or a related field
• Familiarity with Web-based Learning Platforms, Social Learning, Gamification and with the use of Multimedia in training
• Relevant work experience in Program management, process improvement and/or operations in a Customer Service environment
• Adept at stakeholder management, setting and managing expectations, risks & mitigations
• Familiar with the Amazon brand and shopping experience

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT – 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

Company – Amazon UK Services Ltd.

Job ID: A2260758