Senior Instructional Designer (Iloilo)

Role Summary

The Senior Instructional Designer is responsible for the strategic design, governance, and continuous optimization of enterprise learning and enablement programs across all service lines within a regulated healthcare and pharmaceutical environment. This role ensures that training is directly aligned to CLIENT workflows, compliance requirements, and operational performance objectives, while enabling:

• Rapid scalability
• Reduced time to proficiency
• Sustained quality outcomes

The Senior Instructional Designer plays a critical role in supporting:

• Transformation initiatives
• System implementations
• Workflow redesign
• AI-augmented operations

Key Responsibilities

• Define and lead the end-to-end training and enablement strategy across onboarding, upskilling, and continuous learning programs.
• Establish standardized frameworks, governance models, and quality controls to ensure consistency and scalability across all Lines of Business (LOBs).

• Design and govern training programs that align with regulated healthcare and pharma environments, ensuring adherence to HIPAA, audit requirements, and CLIENT-specific compliance standards.
• Ensure all materials are audit-ready and reflect current workflows and policies.

• Partner with PMO, QA, WFM, and Operations leadership to identify performance gaps and develop targeted training interventions that improve agent productivity, quality scores, and operational efficiency.

• Support enterprise transformation initiatives, including new program launches, workflow redesign, and system implementations (e.g., CRM, ticketing platforms, knowledge bases, AI tools).
• Ensure training content enables seamless adoption and operational readiness.

• Design scalable, modular training content including:
• Onboarding programs
• Process training
• Job aids
• Knowledge base materials
• Ensure content is structured for rapid updates and multi-channel delivery.

• Incorporate AI tools and analytics into training design, including:
• AI-assisted content creation
• Knowledge management integration
• Performance feedback loops
• Continuously refine learning effectiveness.

• Engage with CLIENT stakeholders and internal leadership to ensure alignment on training objectives, timelines, and deliverables.
• Provide structured reporting on training effectiveness and readiness.

• 5+ years of instructional design experience in contact center, healthcare, or regulated environments.
• Proven ability to design and lead enterprise training programs, including onboarding and performance enablement.
• Experience supporting healthcare operations and system or workflow transformations.
• Demonstrated C1-level English communication with strong stakeholder engagement.
• Proficient in LMS, knowledge management systems, and modern learning tools.

• Consistent alignment with CLIENT stakeholders on training objectives, deliverables, and timelines, with measurable improvement in:
• Agent readiness
• Operational performance
• Sustained quality outcomes