Sr. Learning Associate, Retail Bank Contact Center

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R112605


Center 1 (19052), United States of America, McLean, Virginia


Sr. Learning Associate, Retail Bank Contact Center Learning & Development




If the idea of revolutionizing the learning experience for a group of hyper-digital, fun-seeking, customer-centric associates sounds less like work and more like fun


If your writing voice can be described as fresh, modern, and conversational


If you read learning blogs over your morning coffee, and the words Bloom, Masie, and Gagne mean something to you


If you occasionally adapt to real life issues using short videos or quick tutorials


If you are evangelistic about the associate and customer experience and if people regularly seek you out because of your creativity, talent, and work style


Read on!


This role will be responsible for the design and development of a diverse set of learning materials to support our Retail Bank contact center. This individual will partner closely with key business partners to translate business intent into engaging learning materials, with a focus (though not exclusively) on digital-first learning methods. This individual will analyze learning needs, design and develop blended learning solutions, and measure and report out on learning effectiveness. They will work closely with multimedia specialists and graphic designers to script videos, storyboard e-Learning courses, structure simulations, create digital games, and much more. We need cutting-edge design with a balance of digital content customized to our Retail Bank Contact Center learner experience. We are taking bold steps in onboarding associates and making bold investments supporting and developing existing associates and leaders. We are focused on delivering memorable, engaging, learning experiences that drive performance and achieve business objectives by leveraging integrated learning throughout their career with our contact center.

As a Senior Associate learning designer, you will partner with SMEs, Project Managers, Facilitators, and other Learning Experience Designers to design, develop, implement, scale and continuously improve key contact center performance indicators.


At Capital One, you will see the impact of your work on the greater organization and be recognized for your contributions. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company - and a great place to work.


Key Responsibilities


Increase the effectiveness of learning solutions by identifying and recommending format/modalities that create an optimal learning experience


Design and develop curriculum, programs, learning materials and performance support tools (including self-study, classroom, eLearning, etc.) based on industry design standards for a given modality (includes traditional, web, and mobile design).


Design content, including (but not limited to) measurable learning objectives, leaders and participant materials and tools, experiential scenarios and simulations, assessment and evaluation questions


Decrease required development time through proficient use of Articulate Storyline for eLearning development


Demonstrate an aptitude for, knowledge of, and agility with new learning technologies in a fast-paced, ever-changing environment


Design training solutions that demonstrate an understanding of adult learning principles and leverage current learning trends, including gamification and rich media (example: video) to enhance the learner experience


Participate in stakeholder, subject matter expert, and learner interviews that enable identification and curation of relevant content for the end-learner


Recommend, and document project instructional standards and strategies, learner engagement strategies, and evaluation plan


Represent Learning in broader project efforts, ensuring an early focus on the implementation needs to ensure effective delivery in 100% alignment with project timeline goals


Engage with project team members to enable clarity of goal;... For full info follow application link.


Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 


All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.


Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 




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Job Posting: 823012

Posted On: Jul 15, 2021

Updated On: Aug 08, 2021