Instructional Designer - Associate Manager

DXC Technology•Tulsa, OK

About The Position

The Instructional Designer designs, develops, implements, and continuously improves learning solutions that support contact center operations, client requirements, and employee performance objectives. The role partners with Operations, Quality Assurance, Workforce Management, Compliance, subject matter experts, and Training Leaders to create learning experiences that improve new-hire readiness, knowledge retention, productivity, customer experience, and business outcomes. The position applies adult learning principles, instructional design methodologies, performance consulting, and contact center operations knowledge to translate complex business processes, client requirements, compliance standards, and operational procedures into engaging, measurable training. It develops blended learning across instructor-led, virtual, and digital formats and measures curriculum effectiveness against operational metrics. The role is part of DXC’s Insurance Software and BPS organization, which supports insurers with core operations and software solutions across policy administration, claims, billing, analytics, and digital engagement.

Requirements

Bachelor’s degree in Instructional Design, Education, Organizational Development, or a related field.
3–5+ years of instructional design experience.
At least 2 years of experience in contact center, customer service, BPO, or operations environments.
Experience with curriculum design using ADDIE or similar methodologies.
Strong digital and instructor-led development skills.
Excellent writing and content development skills.
Ability to manage multiple projects in a fast-paced environment.

Nice To Haves

Experience in regulated industries such as Financial Services, Insurance, or Healthcare, including FINRA, HIPAA, or AML exposure.
ATD, CPTD, CPTM, or other instructional design certification.
Experience with LMS and authoring platforms.
Experience with global delivery models, Quality Assurance, and Workforce Management.
Experience with authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, or Copilot Studio.
Experience with contact center platforms such as Genesys, NICE, Five9, Salesforce, Zendesk, or Avaya.
Proficiency with Microsoft 365, SharePoint, Teams, Power BI, and Power Automate.

Responsibilities

Design end-to-end learning solutions for new-hire training, product launches, refreshers, cross-skilling, compliance, and leadership development.
Build blended learning solutions, including instructor-led training, virtual instructor-led training, eLearning, microlearning, simulations, scenarios, assessments, and on-the-job training.
Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned with brand, quality, and compliance standards.
Conduct training needs analyses and use performance data to recommend and measure learning interventions.
Build and maintain learning content in the LMS using industry-standard authoring tools and AI-enabled learning technology.
Measure training effectiveness and return on investment against operational metrics such as CSAT, QA, AHT, FCR, and time-to-proficiency, and refresh curriculum accordingly.
Partner with Operations, Quality Assurance, Workforce Management, Compliance, subject matter experts, and Training Leaders to align learning solutions with business needs.
Translate complex business processes and compliance standards into effective, measurable training content.