Learning Design & Development Specialist

Overview

The Learning Design & Development Specialist is a content authoring role focused on technical/procedural writing that supports front line staff. The role requires a deep understanding of industry standards, performance-based learning, and the ability to break down complex information into accessible content.

Responsibilities

• Write technical and procedural content for contact centers and branches.
• Follow defined Knowledge Management writing standards and instructional design best practices.
• Analyze and size work effort for knowledge management requests.
• Conduct quality reviews to ensure adherence to writing and quality standards.
• Perform administrative tasks including archiving and revision work.
• Identify inconsistencies in knowledge content and escalate risks appropriately.
• Consult with USPB requestors and stakeholders on work prioritization and quality.
• Participate in the instructional design process including needs assessments and task analysis.
• Work with subject matter experts to develop knowledge management solutions.

Qualifications

• 2-5 years of experience in knowledge management or technical writing.
• Experience with content writing and authoring tools.
• Knowledge of KMS systems and knowledge management principles.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office, especially MS Excel.
• Self-motivated, detail-oriented with strong quality focus.
• Experience in adult education in financial services or corporate settings is a plus.

Leadership & Collaboration Skills

• Build trust with teams, colleagues, and leaders.
• Influence peers, managers, and business partners.
• Network and partner effectively across departments.
• Adaptability in ambiguous situations and effective problem solving.
• Team collaboration and effective listening skills.

Additional Responsibilities

This role may include additional duties as part of an adaptive Agile team, such as supporting new learning requests, designing training solutions, and facilitating curricula in both classroom and virtual environments.

Key skills/competency

• Technical Writing
• Instructional Design
• Knowledge Management
• Content Authoring
• Performance-Based Learning
• Quality Assurance
• Risk Management
• Stakeholder Consultation
• Microsoft Excel
• Agile Methodology