Sr. Learning Associate, Retail Bank Contact Center Learning & Development
- Employer
- Capital One
- Location
- McLean, Virginia
- Closing date
- Jul 12, 2021
View more
- Industry
- Financial Services and Banking
- Function
- Finance
- Hours
- Full Time
Job Details
Sr. Learning Associate, Retail Bank Contact Center Learning & Development
Summary:
- If the idea of revolutionizing the learning experience for a group of hyper-digital, fun-seeking, customer-centric associates sounds less like work and more like fun
- If your writing voice can be described as fresh, modern, and conversational
- If you read learning blogs over your morning coffee, and the words Bloom, Masie, and Gagne mean something to you
- If you occasionally adapt to real life issues using short videos or quick tutorials
- If you are evangelistic about the associate and customer experience and if people regularly seek you out because of your creativity, talent, and work style
Read on!
This role will be responsible for the design and development of a diverse set of learning materials to support our Retail Bank contact center. This individual will partner closely with key business partners to translate business intent into engaging learning materials, with a focus (though not exclusively) on digital-first learning methods. This individual will analyze learning needs, design and develop blended learning solutions, and measure and report out on learning effectiveness. They will work closely with multimedia specialists and graphic designers to script videos, storyboard e-Learning courses, structure simulations, create digital games, and much more. We need cutting-edge design with a balance of digital content customized to our Retail Bank Contact Center learner experience. We are taking bold steps in onboarding associates and making bold investments supporting and developing existing associates and leaders. We are focused on delivering memorable, engaging, learning experiences that drive performance and achieve business objectives by leveraging integrated learning throughout their career with our contact center.
As a Senior Associate learning designer, you will partner with SMEs, Project Managers, Facilitators, and other Learning Experience Designers to design, develop, implement, scale and continuously improve key contact center performance indicators.
At Capital One, you will see the impact of your work on the greater organization and be recognized for your contributions. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.
Key Responsibilities
- Increase the effectiveness of learning solutions by identifying and recommending format/modalities that create an optimal learning experience
- Design and develop curriculum, programs, learning materials and performance support tools (including self-study, classroom, eLearning, etc.) based on industry design standards for a given modality (includes traditional, web, and mobile design).
- Design content, including (but not limited to) measurable learning objectives, leaders and participant materials and tools, experiential scenarios and simulations, assessment and evaluation questions
- Decrease required development time through proficient use of Articulate Storyline for eLearning development
- Demonstrate an aptitude for, knowledge of, and agility with new learning technologies in a fast-paced, ever-changing environment
- Design training solutions that demonstrate an understanding of adult learning principles and leverage current learning trends, including gamification and rich media (example: video) to enhance the learner experience
- Participate in stakeholder, subject matter expert, and learner interviews that enable identification and curation of relevant content for the end-learner
- Recommend, and document project instructional standards and strategies, learner engagement strategies, and evaluation plan
- Represent Learning in broader project efforts, ensuring an early focus on the implementation needs to ensure effective delivery in 100% alignment with project timeline goals
- Engage with project team members to enable clarity of goal; conduct on-going reviews to ensure outcome is on track to meet client needs
- Participate in Train-the-Trainer activities, when applicable
- Partner with other content developers to support material development needs, as appropriate
- Assist Learning Manager by identifying issues, diagnosing problems, generating alternative solutions and analyzing opportunities and risks
- Set and achieve challenging individual goals that support department and business goals
- Predict resources needed to reach learning objectives and manage them in an effective and efficient manner
- Assume personal responsibility for projects and follow-through to completion with minimal need for direct supervision
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
- Proficient use of multiple rapid development content tools to create online courseware
- Exceptional professional communication and technical writing skills
- Experience with project management and managing multiple, simultaneous tasks
Basic Qualifications:
- Bachelor's Degree, military experience or at least 2 years of experience in Training Design and Development
- At least 1 year of experience with Articulate Storyline, Captivate or Camtasia to create online or eLearning courseware
Preferred Qualifications:
- Master's Degree in Instructional Design or Instructional Design Technology
- At least 2 years of Training Design and Development for digital modalities
- At least 2 years of experience with mobile content creation/curation and delivery
- At least 2 years of experience with multi-media photo and video editing software
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Company
We Don’t Only Think Big Things—At Capital One, We Do Big Things.
You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.
Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.
Be inspired. Be yourself. That’s #LifeAtCapitalOne.
Creating a Culture of Belonging
At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.
We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.
We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:
Create a culture of belonging where everyone can thrive and innovate
Attract and develop talent from all backgrounds and experiences
Ensure our systems and programs promote fairness and equity
Get a career with more at Capital One. Discover it for yourself today.
Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.
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