Technical Design Strategist

DAVITA • El Segundo, CA

2d • $104,000 - $150,000

About The Position

The Technical Design Strategist is a key role within DaVita’s IT Learning & Development (IT L&D) team. This teammate coordinates with Training Program Managers (TPM) to inform and ensure execution of the Pendo strategy. They are responsible for identifying and driving implementation of continuous improvement efforts to positively affect the teammate experience, functionality, accuracy, and efficacy of Pendo solutions. In this role, this teammate is the go-to technical expert for a team focused on developing and deploying in-app Pendo messages. This role will guide the Pendo efforts, ensuring technical excellence, and driving the success of our in-app onboarding, training, communication, and support initiatives. With a background in instructional design and digital learning, this teammate will be adept at aligning content across multiple formats with application workflows and business goals, ensuring cohesive and impactful learning experiences.

Requirements

• Bachelor’s Degree or a combination of education and/or progressively responsible work experience in related area may be substituted in lieu of degree on a year-for-year basis.
• Extensive, hands-on experience with the Pendo platform, including the ability to design, build and deploy complex in-app messaging.
• A solid understanding of learning and performance support strategies, including how different training modalities can be used effectively.
• A curious and proactive mindset, always seeking ways to improve processes and strategies.
• Excellent communication and presentation skills, with the ability to convey complex data and insights to diverse audiences.
• Experience analyzing data to make data-driven decisions and recommendations.
• A collaborative spirit and the ability to guide and mentor a team without direct managerial authority.
• Instructional design experience including eLearning design, instructor-led training development, needs assessment, and working with stakeholders.
• Demonstrated experience using adult learning theory and methodologies to design and develop training.
• Strong project management skills with experience successfully managing [learning] projects end-to-end from scoping through deployment/delivery and assessment.
• Experience working with cross-functional teams (e.g., product owners, software developers, Village initiative leaders, UX designers).
• Experience working on virtual teams.
• Excellent interpersonal skills.
• Advanced skills in Microsoft Word, Excel, PowerPoint and Outlook.

Nice To Haves

• Master’s Degree in Instructional Design, Data Analytics, Business Administration or other related field.
• Certified Professional in Talent Development (CPTD)
• Associate Professional in Talent Development (APTD)

Responsibilities

• Serve as the primary technical point of contact for the Pendo team, providing expert guidance on strategy, development, and implementation.
• Mentor team members on best practices for Pendo development and guide them on technical challenges.
• Scope incoming development requests to determine whether Pendo is the right solution, ensuring the team's efforts are focused on the highest-impact projects.
• Work with TPM and stakeholders/partners to vet/assess Pendo requests against other learning and performance support modalities and recommend solutions.
• Identify requests that should be forwarded to the Product team for awareness and create/maintain a process to stay ‘connected’ to the Product team in this regard.
• Lead the creation and deployment of Pendo in-app guides, tooltips, walkthroughs, and Resource Center content to enhance user (teammate) application onboarding and training.
• Ensure content is aligned with teammate workflows and business goals.
• Help manage development assignments for the Pendo team, assisting the TPM with creation of project tasks [in ClickUp] as needed.
• Maintain the alert/emergency coverage schedule.
• Take ownership (facilitation, agenda, scheduling, etc.) of Pendo team check-In calls as directed by the TPM.
• Ensure best practices in UI/UX are followed, guaranteeing a seamless and intuitive user experience with Pendo guides.
• Stay up to date on trends and best practices in training. As needed, utilize instructional design expertise and experience with rapid development tools for end-to-end development of learning solutions (e.g., video, self-paced courses, job aids) that integrate with in-app guidance to support teammate enablement and product adoption.
• Help establish and maintain a process for guide review and verification aligned with releases, periodic review schedule, and/or in response to field feedback.
• Troubleshoot technical issues and guide the team toward solutions.
• Establish and maintain a process and central location for documenting functionality test criteria, pass/fail status, and logging issues.
• Establish and oversee the process for a periodic SME content review cycle (similar to KB article SME review).
• Collaborate with Product team (e.g., UI/UX, User Research), ITL&D, and other stakeholders/teams as applicable to understand user (teammate) needs and translate them into effective Pendo solutions.
• Utilize Pendo analytics, dashboards, survey data, user research and other inputs to determine if guides are effective and working as intended, and use that data to recommend changes to the guides and/or the overall Pendo strategy to improve effectiveness, guide performance and utilization.
• Stay up to date on the latest Pendo features and trends, championing new ways to leverage the platform.
• Create and maintain Pendo process and procedure documentation and ensure alignment with project-specific review and ClickUp workflows/automation.
• Maintain Pendo guide template library for assigned application(s)
• Remove obsolete/duplicate entries
• Rename/update titles to help clarify use case
• Use Illustrator, Photoshop or other image editing applications to develop and update banners and other standard template graphics
• Help establish and update guide templates and supplemental style guide as needed (to provide additional detail/guidance on design look, feel, wording, use cases, etc.)
• Develop and maintain Pendo storyboard templates to draft development requirements for all guide types.
• Other Duties as Assigned

Benefits

• More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

What This Job Offers

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