Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Content Developer and Instructional Designer will plan and create authentic content using different learning platforms to increase our learners' engagement, knowledge, skills and efficiencies. The Content Developer will also be responsible for creating, updating or making changes to our client’s Knowledge Bases as required.
As Content Developer and Instructional Designer, You Will…
• Analyze and identify knowledge gap by collaborating with SMEs and other stakeholders
• Develop learning objectives and identify instructional design strategies
• Develop storyboards and media to create a prototype
• Create unique, user-friendly, and informative content while adhering to the best SEO practices
• Review the quality and relevance of the training content and provide recommendations for improvement/enhancement
• Pitch content ideas for eLearning, instructional and micro learning videos, gamification, website, blog, social media platforms, among others, to cater to client's requirements whether it is for New Hire Training or Continuous Education
• Monitor the project performance and efficacy for the first few waves after implementation of a new or updated training content
• Measure performance post content reimagination and analyze training gaps for further enhancement of training content
• Facilitate T3 courses with trainers and ensure handover of the new training material is completed
• Be part of co-facilitation, observe training and certify trainers to train the new content/modified content
• Review the Knowledge Base regularly to identify any disconnect, information gap or inaccuracy and report to KB owners
• Modify Knowledge Base content as necessary and as required by KB owners
As Content Developer and Instructional Designer, You Have…
• Minimum 1 year of combined experience around content development and remodeling or updating learning platforms or knowledge bases
• Client facing experience
• Trainer experience an advantage
• BSc or BA degree preferred, MBA an advantage
• Excellent verbal and written communication skills which is (=or >) CEFR B2 high level
• If without college degree, must come with at least 2 years of experience in content development
• Experience in content writing or editing, graphic design, or a similar field in another industry is accepted
• Must be ready with a portfolio of previous works and renderings
• Excellent verbal and written communication skills
• Experience in using different tools in Instructional Design which may include but not limited to Adobe, paid or free websites or apps, etc
• Familiar with different Instructional Design Methodologies such as ADDIE, Merrill’s Principles, etc
• Advanced knowledge on the use of MS Office and/or Google Suite (Sheets, Slides, Docs, Drive) is required
• Exceptional analytical skills to evaluate performance and identify areas of improvement required for the project
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• Experience in facilitating virtual and instructor-led training
• The passion to be a role model that exemplifies our 10 Things (cultural values)
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to assess the “big picture” and draw connections between inputs and outputs
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• A keen eye for detail, the ability to multitask, and strong analytical skills
