Senior Instructional Designer

Responsibilities

• Partner with business leaders to identify and assess critical business skills and knowledge required for both new hires and existing employees
• Collaborate with key stakeholders, business units, and subject matter experts to review claims processes and procedures, ensuring learning solutions are relevant and targeted to each business area
• Conduct training needs assessment to identify skill gaps and learning objectives
• Create comprehensive learning curriculum and resources including new hire, upskill, and continuous learning programs that support ongoing development and address competencies such as claims processing, customer service, regulatory compliance, workflow management, and operational excellence
• Create engaging facilitator materials, including e-learning modules, blended learning solutions, job aids, and simulations tailored to each business area
• Integrate real-world claims scenarios, case studies, and interactive activities that reinforce practical skill development and decision making relevant to each business area
• Ensure all curriculum content and supporting training resources align with organizational policies, industry regulations, and best practices for claims handling and customer service
• Manage multiple training projects independently, coordinating with cross-functional teams to achieve expected outcomes and deliver programs efficiently
• Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics; analyze results and provide recommendations for ongoing improvement to leadership
• Provide editing and quality control for training deliverables and communications to ensure clarity, accuracy, and consistency
• Aid and collaborate with business partners and subject matter experts in the creation, review, and maintenance of Standard Operating Procedures (SOP’s) to support operational excellence and training effectiveness
• Stay current with industry trends, regulatory changes, and emerging technologies in claims and operations to continuously enhance learning programs
• Prepare and support the Claims Center Learning team in delivering newly developed virtual and in-person training sessions

Qualifications

• Bachelor’s Degree and a minimum of 3-5 years of instructional design or curriculum development experience and expertise in adult learning strategies, including online learning and rapid design principles; or combined work experience
• Demonstrated experience designing and delivering training for technical and business skills within a corporate environment, specifically in claims or insurance settings
• Ability to travel approximately 25%
• Experience assessing training effectiveness through metrics, feedback, and performance data: able to make recommendations for improvement
• Familiarity with claims processes, customer service, regulatory compliance, and operational procedures
• Superior writing, editing, communication and presentation skills
• Ability to partner with business units, subject matter experts, and cross-functional teams to gather requirements and deliver effective learning solutions
• Ability to quickly establish strong working relationships with all levels of personnel across multiple departments
• And experience in working independently to develop training solutions from start (needs analysis/assessment) to end (delivery)
• Skilled in Project Management with outstanding organizational skills, attention to detail, and the ability to organize workflow to manage multiple projects and accomplish tasks with follow-through to completion
• Proficiency with e-learning platforms (e.g., Articulate or Captivate); video/audio editing software; and Adobe Suite (Acrobat X Pro, Photoshop, Illustrator), and Microsoft Office products
• Current knowledge of the latest training technologies and training program design strategies