Instructional Designer Senior – P&C Claims Contact Center

USAA • San Antonio, TX

5d • Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a dedicated Instructional Designer Senior , you will partner with business leaders and Learning Performance Consultants to gather and validate learning requirements (performance requirements, measures of success, terms and conditions). Perform analyses, designs, and develops learning curriculum to improve performance of USAA employees. Assess the learning outcomes that need to be developed, understands the performance expectations and gaps, and assists in deriving the appropriate learning solution. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO or Tampa, FL. Relocation assistance is not available for this position.

Requirements

• Bachelor’s degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years progressive work experience in complex instructional design projects to include advanced knowledge and application of instructional design methodologies and multi-media development tools.
• Advanced skills in instructional design methodologies with the ability to successfully translate these methodologies to the team.
• Demonstrated strong organizational skills, project management skills, multi-tasking, and project flexibility.
• Ability to use communication and collaboration skills and instructional design technologies effectively to navigate the training environment.
• Advanced knowledge and experience with instructional authoring tools (i.e., Articulate Storyline 360) and other learning technologies.

Nice To Haves

• Experience with auto or property claims handling or content design for auto or property claims.
• 4 years of experience with Learning Management Systems, curating content, and strategies for learner engagement.
• 4 years of experience creating and delivering multi-level learning assessments with a deep understanding of assessment methodologies (e.g., Kirkpatrick's Levels of Evaluation, Bloom's Taxonomy).
• Exceptional communication, collaboration, and influencing skills, with a proven track record of successfully navigating complex organizational dynamics and building consensus across diverse stakeholder groups.
• Ability to present data-driven recommendations to senior leadership and secure buy-in for strategic learning initiatives.
• Proven ability to design and implement scalable and sustainable learning solutions that align with organizational strategic objectives and drive significant and measurable business impact.
• Exceptional stakeholder management and business consultation skills, with a proven ability to conduct thorough needs assessments, translate business requirements into effective learning solutions, and build strong relationships with stakeholders at all levels of the organization.
• Experience working in a fast-paced Agile learning organization.

Responsibilities

• Develops and implements strategic design initiatives and learning experiences that advance business goals while enhancing learning effectiveness and efficiencies. Ensures alignment with L&D objectives, business strategy, and our USAA mission.
• Collaborates with cross-functional teams while acting as liaison between the Design team and stakeholders to ensure timely delivery and adherence to project goals.
• Completes peer to peer reviews to ensure consistency, quality, and appropriate use of course content guidelines.
• Develops tools and processes to measure effectiveness of curriculum solutions and learner performance to ensure solutions meet employee skill development requirements.
• Develops and maintains strong relationships with third-party vendor acting as the main point of contact for content management and enhancement related matters.
• Synthesizes analyses, identifies root cause(s), and provides recommendations that influence business solutions.
• Serves as a mentor and coach to peers and team members for assigned area of responsibility.
• Sets routines with software/service vendors to optimize third party tools for design.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees