Instructional Designer

Instructional Designer

R4826

Location

Toronto

Career Track

Customer Care

Instructional Designer

Instructional Designer

This role is eligible for our hybrid work model: Two days in-office.

We pride ourselves on Customer Care at Priceline; our team delivers the best. Through our partner call centers and online support services, we ensure customers are always looked after before, during, and after booking a deal with Priceline.

Why this job’s a big deal: 

As an Instructional Designer for Customer Care, you will connect our agents to customers’ needs by creating meaningful, timely, and effective learning interventions. Reporting to the Instructional Design Manager, you will partner closely with training, operations, sales, and product support leaders to deliver best-in-class learning programs that further business goals and objectives. 

In this role, you will get to:

  • Put the customer at the center of everything you do

  • Partner with stakeholders to design and develop high-quality learning materials for our Customer Service Agents

  • Design and develop global eLearning, instructor-led, and skills-based curricula for virtual and in-person delivery to call center agents.  

  • Conduct needs and job task analysis to identify gaps in new and current training programs and consult with stakeholders based on these results. 

  • Design course outlines, develop workbooks, and create facilitator and learner guides. 

  • Analyze learner performance data to illustrate meaningful performance trends and identify best practices and improvement opportunities.

  • Assess customer and business needs for future course development.

  • Evaluate training materials and advocate for improvements or changes.

  • Use a variety of authoring tools, including vetted AI technologies.

   

Who you are:

  • Bachelor’s Degree  

  • 2  years of Instructional Design experience in a structured virtual training environment developing eLearning, instructor-led, and skill-building course curriculum. (A Master’s degree in Instructional Design from an accredited institution can substitute for experience)

  • Must be comfortable with agile development methodology and adapt to change

  • Able to develop training programs that support large global audiences of all experience levels.

  • Strong analytical and proven oral and written communication skills

  • Enthusiastic for new learning technologies and how these deliver results

  • Manage multiple projects with exceptional organizational skills

  • 2 years of experience using e-learning software, preferably Articulate 360 or Adobe Captivate, and video software

  • Knowledge of ADA and WAG standards with the ability to implement content that meets disability and web requirements in the US and abroad. 

  • Working knowledge of skill-based content, testing, and knowledge assessment methodology with an ability to build in and survey technology and methodologies

  • Experience loading and managing content in a Learning Management System

  • Travel experience is a plus

  • An illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust. 

  • The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential.   

#LI – MH1