CX Instructional Designer

Job Title

An integral part of the Global GM Customer Success & Operations (CX) framework, the Global Learning & Development Team spearheads the creation, implementation, and continuous enhancement of learning and development programs across our contact centers. This team plays a pivotal role in the lifecycle of learning initiatives - from onboarding new hires to spearheading targeted training efforts. By establishing clear processes, standards, and a robust governance model in collaboration with partners and operational teams, the goal is to forge captivating learning experiences that not only meet but exceed business objectives. In close alliance with business leaders and cross-functional teams, we customize learning strategies to provide unparalleled educational opportunities, ultimately fostering a culture of continuous improvement and excellence.

The Learning Strategist is pivotal in crafting, developing, and delivering impactful learning solutions across diverse educational landscapes. This role demands a customer-centric design ethos to uncover opportunities, expedite learning through lean experiments, and envision innovative customer experiences. Collaborating extensively with product owners, channel teams, researchers, creative teams, and business leads, the Learning Strategist is instrumental in defining the evolutionary trajectory of our digital products and customer interactions. Ensuring the created experiences transcend customer expectations while promoting cross-product and brand synergy is a fundamental responsibility of this role.

Learning Design and Development

• Perform job-task analysis and needs assessments to delineate clear learning objectives.
• Engage with managers and team members to establish training program goals.
• Utilize instructional design principles and adult learning theories to craft course content.
• Innovate training programs, starting from needs analysis to the selection of appropriate training methodologies.
• Modify existing training materials to meet specific learning needs.

Learning Strategy

• Work in tandem with business units and leaders to pinpoint strategic goals for training engagements.
• Assess and refine existing curricula to enhance instructional effectiveness.
• Advocate for innovative learning solutions by staying abreast of cutting-edge educational concepts.
• Establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives for all training programs.

Stakeholder Collaboration

• Foster robust relationships at all organizational levels to align and secure buy-in for learning initiatives.
• Collaborate with business lines, channels, and brands to develop learning strategies.
• Ensure seamless project execution by working closely with content, graphics, and development teams.

Design Communication & Project Management

• Champion user-centered design, employing compelling storytelling and communication.
• Independently manage project initiatives, from gathering insights to risk mitigation.

Additional Responsibilities

• Other related duties as assigned by management.
• Undertaking tasks outside the primary scope of this role to support organizational objectives.

Essential Skills

• Instructional Design Proficiency
• Analytical Thinking
• Strategic Planning
• Project Management
• Collaboration and Stakeholder Management
• Innovative Thinking
• Evaluation and Assessment Design
• Digital Literacy
• Change Management
• User-Centric Design
• Performance Consulting
• Communication and Presentation
• Continuous Improvement Mindset

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in education, Instructional Design, Organizational Development, Psychology, Business, or a related field.
• Instructional Design Certification such as: ATD (Association for Talent Development) Certifications, Certified Professional in Training Management (CPTM™), Learning and Performance Institute (LPI) Certification
• Familiarity with project management principles and tools, with formal certification (e.g., PMP or PRINCE2) considered a plus.

What Can Give You A Competitive Edge (Preferred Qualifications)

• 3-5 Years of Experience in Learning and Development
• A master's degree in these areas is highly desirable and may be preferred
• Instructional Design and Curriculum Development
• Strategic Planning and Implementation
• Stakeholder Engagement
• Data Analysis and Evaluation
• Digital Learning Solutions
• Change Management
• Cross-functional Project Leadership

GM does not provide immigration-related sponsorship for this role.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities.