USAA - San Antonio, TX
posted 6 months ago
As an Instructional Designer II for Contact Center Claims at USAA, you will play a crucial role in empowering the Contact Center Claims team with the knowledge and skills necessary to provide excellent service to our members. Your primary responsibility will be to create impactful and engaging learning experiences that align with our mission of facilitating the financial security of U.S. military members and their families. You will work closely with senior designers and leaders to receive creative oversight and feedback, ensuring that the learning materials you develop are effective and meet the performance needs of the business. This role involves leveraging data, interviewing subject matter experts, and designing lessons in various formats, including facilitated sessions, eLearning, and video content. In this position, you will also be responsible for identifying and managing existing and emerging risks associated with business activities. You will ensure that these risks are effectively identified, measured, monitored, and controlled, following written risk and compliance policies, standards, and procedures. Under direct supervision, you will assist in designing and developing interactive content tailored to the learning needs of the business, while also helping to develop timelines and milestones for project completion. Your understanding of the business, its products, and processes will be essential in creating a curriculum that enhances the performance of USAA employees. Additionally, you will gather information and analyze data trends to assist the team in resolving issues, identifying appropriate matters for escalation, and ensuring the consistency and quality of course content guidelines. This role requires a proactive approach to learning and development, as well as strong organizational and communication skills to adapt to the dynamic needs of the business.