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Instructional Designer
Location: Saint Paul, MN (Hybrid – Onsite 3 days/week)
Schedule: Monday-Friday | Full-time | Core hours 8:00 AM-4:00 PM (45-minute unpaid lunch)
Employment Type: Contract (with potential contract-to-hire)
Beacon Hill’s client in Saint Paul, MN is seeking an experienced Instructional Designer to support training and knowledge management initiatives within a high-volume contact center environment.
Job Summary
This role is responsible for designing, developing, and evaluating training programs across multiple business lines within a contact center organization. The Instructional Designer will partner closely with stakeholders and subject matter experts to ensure products, services, and business priorities are effectively supported through structured learning, knowledge base content, and operationally aligned training delivery.
Key Responsibilities
Instructional Design & Knowledge Management (35%)
- Design and develop training programs using adult learning theory and instructional design models.
- Create blended learning solutions across multiple modalities, including virtual and in-person classroom training, self-directed learning, observational learning, and on-the-job training.
- Leverage digital software and AI tools to enhance content development.
- Partner with subject matter experts to create, maintain, and improve knowledge base articles that are clear, accurate, and optimized for learning and quick reference.
Needs Analysis & Training Evaluation (20%)
- Conduct needs analysis for team- and department-level learning requests.
- Develop action plans with stakeholder alignment and buy-in.
- Evaluate training effectiveness using assessment results, completion data, and learner feedback.
- Analyze trends and recommend continuous improvements.
Stakeholder Management & Project Coordination (25%)
- Collaborate with cross-functional stakeholders to deliver learning solutions aligned to business objectives.
- Lead projects focused on improving contact center accuracy, quality, and knowledge management.
- Support higher-complexity initiatives across operations and shared service partners.
- Coordinate complex learning schedules in partnership with Workforce Management to align with service level objectives.
Business & Industry Acumen (20%)
- Apply advanced understanding of contact center products and services to inform learning strategies.
- Stay current on instructional design trends, adult learning principles, and training technologies.
- Connect learning initiatives to broader enterprise and operational priorities.
Qualifications
Required
- Strong understanding of adult learning theory and instructional design models
- Experience using digital software and AI tools for training content development
- Strong project management, communication, and stakeholder engagement skills
- Ability to analyze data to evaluate training effectiveness
- Strong written and verbal communication skills
- Proven ability to navigate conflict and manage competing priorities
Preferred
- Intermediate to advanced facilitation skills
- Insurance or financial services industry experience
Why Join This Opportunity?
- New role supporting evolving training and knowledge needs
- High-impact work within a contact center environment
- Opportunity to contribute to enterprise-wide initiatives
- Potential for contract-to-hire conversion
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