Job Description

The Instructional Systems Designer is responsible for analyzing learning and performance needs and translating them into effective, engaging, and measurable learning solutions. The role designs and develops instructor-led, virtual, digital, blended, and self-paced learning materials that align with business requirements, operational processes, client expectations, and established instructional-design standards.

This position partners with Training Leadership, subject-matter experts, Operations, Quality, Compliance, and other stakeholders throughout the learning-development lifecycle. The role requires strong instructional-design expertise, project management, creativity, and the ability to connect learning interventions with measurable employee and business performance.

• Reports directly to the Sr. AVP for Training.
• Conduct training needs analyses to identify knowledge, skill, behavior, and performance gaps.
• Partner with business leaders, subject-matter experts, trainers, Operations, Quality, Compliance, and other stakeholders to gather and validate learning requirements.
• Translate business requirements, process documents, performance data, and subject-matter expertise into structured learning solutions.
• Apply recognized instructional-design models and adult-learning principles, including ADDIE, Bloom’s Taxonomy, experiential learning, and performance-based learning.
• Design and develop instructor-led training, virtual instructor-led training, e-learning, microlearning, simulations, knowledge checks, assessments, job aids, and performance-support materials.
• Create complete learning packages, including course outlines, learning objectives, facilitator guides, participant guides, presentation decks, activity instructions, assessments, answer keys, and evaluation tools.
• Develop digital learning content using Articulate 360, including Storyline and Rise, or similar authoring tools.
• Build meaningful formative and summative assessments that measure knowledge acquisition, skills application, decision-making, and readiness for production.
• Design practical exercises, case studies, scenarios, mock calls, role-plays, and simulations that reflect actual job responsibilities and customer interactions.
• Ensure learning objectives, instructional activities, assessments, and operational performance expectations are properly aligned.
• Review existing training materials and recommend updates, consolidation, redesign, or retirement based on business relevance and learner needs.
• Develop new-hire, upskilling, cross-training, refresher, certification, and leadership-development programs based on identified requirements.
• Incorporate quality findings, learner feedback, assessment results, operational performance, and client feedback into training improvements.
• Establish evaluation plans to measure learner reaction, knowledge acquisition, behavioral application, and business impact.
• Analyze training effectiveness using assessment performance, certification results, throughput, quality, productivity, customer-experience, and other applicable performance measures.
• Conduct pilot sessions, content reviews, train-the-trainer sessions, and learning calibrations before full implementation.
• Facilitate learning-design reviews and obtain approval from assigned stakeholders before deployment.
• Collaborate with trainers to ensure that materials are practical, facilitator-friendly, and aligned with classroom and operational realities.
• Maintain design standards, templates, naming conventions, version control, change logs, and approval records for all learning materials.
• Maintain an organized repository of approved curricula, source files, facilitator resources, assessments, and supporting documents.
• Ensure learning content complies with company policies, client requirements, regulatory standards, data-privacy requirements, copyright rules, and accessibility guidelines.
• Manage assigned instructional-design projects according to agreed scope, timelines, milestones, and quality standards.
• Provide regular project updates and escalate risks, delays, scope changes, and stakeholder dependencies to Training Leadership.
• Identify opportunities to improve development turnaround time through templates, automation, artificial intelligence, content reuse, and standardized design practices.
• Support internal and external audits by providing complete, accurate, current, and properly approved learning documentation.
• Perform other instructional-design and learning-development responsibilities assigned by Training Leadership.

• Open to qualified internal and external candidates
• Minimum of two years of experience in instructional design, curriculum development, learning and development, training content development, or a related function
• Experience developing instructor-led, virtual, blended, or digital learning solutions is required
• Experience using Articulate 360, including Storyline and Rise, or similar e-learning authoring tools is preferred
• Experience conducting training needs analyses and developing assessments, facilitator guides, participant materials, job aids, and digital courses is required
• Experience in a BPO, shared-services, insurance, financial-services, or customer-service environment is preferred
• Experience working with subject-matter experts, operational leaders, clients, and cross-functional stakeholders is an advantage
• A portfolio demonstrating instructional-design work, such as e-learning modules, facilitator guides, presentation decks, assessments, job aids, or curriculum maps, may be required
• Internal candidates must have at least 24 months of tenure in EXL and in their current role
• No PDP or disciplinary action within six months from the date of NOD
• Must not be on a Performance Improvement Plan at the time of application
• Minimum rating of 3.5 for Goal and Competency or Composite Rating
• No attendance or reliability issues
• College graduate, preferably in Education, Instructional Design, Communication, Psychology, Multimedia Arts, Business Administration, Information Technology, or a related field
• Instructional-design, e-learning, facilitation, project-management, or learning-technology certifications are an advantage
• Positive feedback from local leadership and their leadership teams