Sr Designer, Instructional

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Job Overview
As a Senior Instructional Designer, you will oversee the entire instructional design process, from initial scoping and analysis to the creation of design plans and the development of modern learning solutions. Your role will involve evaluating the effectiveness of these solutions against business objectives to ensure continuous performance improvement. Leveraging your creativity and expertise, you will craft innovative development strategies aimed at enhancing the skills of the T-Mobile for Business Sales and Customer Support teams. Collaborating with Executive Sponsors, key stakeholders, and subject matter experts from various departments including Product, Marketing, Operations, Sales, and Customer Support, you will ensure the seamless communication, alignment, approval, and timely launch of learning solutions. Leading the design process, you will also guide other designers, ensuring that each project is managed efficiently and meets its designated performance goals.

Job Responsibilities:

• Work cross-functionally to understand the linkage between T-Mobile's business goals, performance expectations, and requirements frameworks.  Proactively identify learning experience opportunities, identify root cause and drive solutions through cross-functional teams.  Provide recommendations and feedback in partnership with other Lines of Business, to enhance customer experience performance.
• Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide performance and learning materials to better achieve the strategic goals and objectives of the business.
• Capture the tactical and strategic learning goals that ensure alignment with organizational objectives and provide measurable outcomes through robust governance practices. Map these goals to key learning metrics to assess the effectiveness and impact of learning initiatives. This includes identifying opportunities to enhance learning methodologies, leveraging technology for scalability and innovation, and ensuring continuous improvement in the design and delivery of learning experiences.
• Collaborate closely with subject matter experts to proactively gather and validate learning content. Design, pilot, and launch new training programs as required, while also reviewing, editing, and re-designing existing curricula when necessary. Continuously seek innovative approaches to manage train-the-trainer rollouts and conduct comprehensive program effectiveness assessments. Introduce new training tools and concepts into the training development process, encompassing interactive instructor-led sessions, self-paced modules, video and audio content, AI coaching activities, infographics, job aids, and just-in-time resources.
• Establish clear meeting agendas, attendees, document discussion and outcomes, assign action items and owners, and set timelines.
• Elevate training metric results to match metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance.
• Subject matter expert for new initiative launches on all learning experience considerations before, during and after launch; continual monitoring of evolving learning experience with course corrections as needed.  Expertly driving innovation and execution for new products and offers to deliver increased performance
• Collect, consolidate, and analyze conflicting timeline items to ensure alignment, while managing, and adhering to timelines & deliverables within a process/project flow.

Education:

• Bachelor's Degree- Education, Instructional Design or Instructional Technology or additional relevant work experience may be considered in lieu of degree (required).

Work Experience:

• 4+ year Experience in instructional design or user experience design, including proven success in designing, optimizing, analyzing, and documenting learning experiences or user-centered processes. Demonstrated ability to develop and implement innovative, scalable solutions that enhance engagement and drive measurable outcomes. (Required)
• 2+ years Business to Business Telecom experience in Strategic, Enterprise, Government, Sales Engineers, Sales Solution Specialists, Small to Medium Business, Technical and Business Care Support. (preferred)
• 5+ years Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience using a variety of learning experiences. (required)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes.  (preferred)
• Experience in leveraging AI coaching to drive performance outcomes (preferred)
• Project or program management certification and/or +4 years of equivalent experience. (preferred)

Knowledge, Skills and Abilities:

• ADDIE (Required)
• Microsoft Office (Required)
• Microsoft SharePoint (Required)
• Communication (Required)
• Captivate (Preferred)
• Telecommunications (Preferred)
• Wireless (Preferred)
• Web-Based Design Tools EX: Articulate Storyline, Adobe Captivate, RISE (required)
• Video & Audio Design & Editing EX: Camtasia, Vyond, Adobe Premiere Pro, Synthesia, Hey Gen, WellSaid (required)
• Use Case, Personas, Ai Coaching Design Tools EX: Second Nature,  Rehearsal, Gong, Spekit, Synthesia, Xenerate (required)
   

Licenses and Certifications:

• Learning Design & Technology (LDT) (Required)
• Instructional Design (Required)
• eLearning Instructional Design (Required)
• Project Management Professional (PMP) (Preferred)
• Six Sigma (Preferred)
• Certified Professional in Learning and Performance (CPLP) (Preferred)
• Associate Professional in Talent Development (APTD)
• Certified Instructional Trainer (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):No
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
 

Base Pay Range: $72,200 - $130,300

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ307776¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.