Instructional Designer

About the role

The Instructional Designer reports to the Operations Training Manager and leads the design of Kin’s Operations training programs and knowledge systems. This role involves building scalable curricula, documentation, and learning resources that enable Operations teams to perform at their best.

Responsibilities

• Design and develop learning experiences across multiple formats, including eLearning modules, instructor-led training, learner workbooks, job aids, quick-reference guides, and knowledge checks.
• Build scalable, agent-centered training content using tools such as Articulate 360, Canva, Google Suite, and Confluence, applying adult learning principles to drive measurable behavior change.
• Partner with subject matter experts across Operations, Product, Underwriting, Service, and Sales to gather information, validate content accuracy, and translate complex concepts into practical guidance.
• Lead the organization, accuracy, and governance of Kin’s operational knowledge base, including content standards, tagging conventions, audits, and version control practices.
• Revise and update learning content quickly in response to process improvements, product launches, regulatory updates, or system changes while maintaining high quality and consistency.
• Create operational communication assets such as announcements, reinforcement materials, quick-start guides, and leader talking points that support successful rollout and adoption of new initiatives.
• Track knowledge base health metrics and learner engagement data to identify opportunities for content improvements and operational efficiencies.
• Coordinate stakeholder reviews, approvals, and publishing workflows across training and communication materials.
• Maintain reusable templates, style guides, and scalable content components that improve development speed and consistency across the Operations Training team.
• Integrate generative AI tools into content development workflows to improve efficiency, scalability, and speed without sacrificing content quality or learner experience.

Requirements

• 3+ years of experience in instructional design or similar learning and development role.
• 1-2 years of experience in knowledge management, content management, and knowledge strategy.
• Familiarity with designing training or content for a sales/service insurance environment; direct sales or servicing experience not required.
• Hands-on experience building eLearning content using Articulate Rise or a similar authoring platform with the ability to work independently.
• Experience designing instructional content across multiple modalities, including virtual instructor-led training, videos, job aids, and microlearning resources.
• Strong written communication skills with the ability to translate complex operational concepts into concise, plain-language guidance for frontline teams.
• Applicable knowledge of adult learning principles and instructional design methodologies such as ADDIE.
• Experience managing multiple projects with competing timelines and stakeholder groups while maintaining quality and responsiveness.
• Strong attention to detail and commitment to content accuracy, organization, and consistency.