Operations
About the Role
As a Senior Instructional Designer, you will join Chime’s Operations and Member Experience Learning & Development team to design highly engaging, interactive, and modern learning strategies and experiences for our agents across our BPOs. You will apply your knowledge of adult learning methodologies to drive business outcomes through the development of a broad range of innovative learning solutions (e.g. instructor-led, virtual instructor-led, digital, self-paced, micro-learning, social learning) that promote transfer, retention, and application. You are a creative and analytical problem solver, and you have a passion for customer service.
Your work - execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This role requires someone who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.
In this role, you can expect to
• Act as a learning consultant to our Disputes Experience line of business; gaining a deep understanding of the business and metrics to craft and recommend learning strategies to drive strong business outcomes.
• Proactively collaborate with team members, subject matter experts, and stakeholders to identify training needs and objectives.
• Flex your analytical muscle to evaluate the effectiveness of learning programs and uncover opportunities to enhance agent skills and performance through learning
• Apply adult learning principles and instructional design standard methodologies to create engaging & interactive learning solutions and compelling course content, material/media (audio, video, simulations, games, etc.)
• Own the end-to-end design and development of learning content, including modes of assessment to measure the effectiveness and application of training.
• Analyze and apply trends and standard methodologies in instructional design and learning technologies to continue to elevate all agents' learning experiences.
• Design learning that reflects an understanding of the diversity of learning styles to ensure that your learning solutions resonate with our increasingly global and diverse audience.
To thrive in this role, you have
• You have an eye for design, a serious obsession with learning and a proven ability to tie learning events to measurable outcomes that reflect our mission and culture.
• Subject matter expertise in adult learning theory and instructional design best practices in all modalities with the ability to convert strategies to effective and engaging learning experiences.
• 7+ years of experience designing and developing multi-modality learning (eLearning, instructor-led, video, etc.), including system simulations, branching scenarios, and other in-depth e-learning solutions
• Experience analyzing source material and creating design documents to share with developers
• Experience leveraging AI tools in your daily workflow to accelerate learning outputs, while evaluating those outputs to maintain learning quality and business outcomes
• Experience working in an agile and waterfall (ADDIE) design environment
• Excellent communication and relationship skills with strong capabilities to partner with team members across all levels.
• Strong data analysis skills with experience designing an evaluation strategy using data/metrics to meet business and learning objectives and drive performance improvements.
• Demonstrated experience designing and developing high-impact blended learning solutions in 2 or more learning authoring tools: i.e. Articulate 360 (Rise & Storyline), Camtasia, Adobe Captivate, Adobe Premiere Pro, iSpring Suite, Canva, etc.
• Ability to create and manage clear project plans outlining stakeholder responsibilities, timelines, needs, and risks.
• Experience driving outcomes through vendor partnerships and contact centers is a plus.
• Strong aptitude in graphic design, video and audio production is a plus.
• Ability and willingness to travel domestically and internationally, approx. 10% of the time.
#LI-Remote #LI-LB1
Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
Wage Notice
$116,000—$160,000 USD
A little about us
At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.
We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.
We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.
We know that to achieve our mission, we mus