Learning Strategist

Requisition Title

Description

Learning Strategist

At Percepta, we bring first-class service across each market we support. As a Learning Strategist in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
As a Learning Strategist at Percepta, you will play a crucial role in shaping our learning and knowledge initiatives, working closely with the Head of Needs Assessment and our global learning and knowledge development teams. Your primary focus will be on strategic discovery to develop comprehensive content initiation packages, guiding the creation of learning designs, knowledge products, and operational procedures, which will support other departments and stakeholders including operations, quality, IT, and mobilization teams, to ensure a holistic and integrated approach to learning and performance support.

During a Typical Day, You’ll

• Collaborate with the Head of Needs Assessment, client and internal SMEs, and learning and knowledgebase (KB) teams to conduct needs assessments and Front End Analysis (FEA) for learning design and development.

• Gather data on business and operational metrics and performance obstacles for success.

• Outline opportunity areas and skill-driven learning outcomes.

• Leverage the backwards design approach to map curriculum units, performance assessments, and classroom instruction to create new learning experiences.

• Identify and map out top call driver scenarios.

• Determine key content needed for new or existing knowledge base articles and other learning & knowledge products.

• Identify agent measures of success as input for assessment.

• Outline course, assignment, and assessment design.

• Research authoritative content sources and collaborate with subject matter experts to create learning briefs.

• Document a high-level daily view of a curriculum map to define key learning activities.

• Recognize prior learning experiences that exist or are needed.

• Leverage Percepta’s Active Learning Design methodology to guide learning design approach.

• Determine impact of new designs to existing learning and knowledge services products.

• Involve KB content specialists in the direct creation of new content.

• Conduct proper handoff of findings to and serve as a resource to Percepta’s instructional design and KB learning pods for full development of high-level designs.

What You Bring to the Role

• Bachelor's degree in Instructional Design, Education, or a related field (Master's degree preferred).

• Minimum of 5 years of experience in instructional design and/or knowledge-centered services.

• 6 years of combined project management, business process, and managerial or supervisory experience in a services environment (preferably outsourcing industry)

• Minimum of 2 years’ experience in leadership, including remote and/or global managing of teams and coaching/mentoring employees

• Demonstrated experience in business or technical writing

• Automotive customer service/BPO experience strongly preferred

• Background in the learning sciences is preferred

• Strong client relationship management skills with the ability to consult with clients and subject matter experts.

• Exceptional communication skills, particularly in writing or technical writing.

• Computer literacy with MS Office software, storyboarding tools, and course or knowledge authoring programs

• Excellent time management skills and the ability to effectively multitask

• Capable of effectively facilitating meetings and developing presentations

• Strong analytical, and problem-solving skills

• Demonstrate initiative and a high degree of professionalism

• Strong critical and strategic thinking skills

• Ability to work independently and collaboratively in a fast-paced environment.

• Proven track record of delivering results in a dynamic and evolving organization.

• Ability to work effectively in a remote environment on a global team

What You Can Expect

• Competitive Salary with Incentives

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.