Pearson Instructional Designer in London, United Kingdom

Instructional Designer


The CustomerSupport & Service Delivery team is responsible for providing customersupport for Pearson products and services across Core & Growth markets (afootprint which covers more than 100 countries). This includes the provision ofcontact centre services to diagnose, resolve and where appropriate escalatecustomer queries relating to product usage and installation / delivery (fordigital and print products), and service provision (for ‘direct delivery’products such as language schools). The team is also responsible for theestablishment of an outbound contact facility, which will provide services suchas outbound calls to learners designed to encourage their enrolment at aPearson institution.

Our contactdelivery model consists of centrally managed regional hubs delivered through asmall number of external vendors of contact centre services.

Role overview

TheInstructional Designer is primarily responsible for the design and developmentof course content to ensure the delivery of training and support to our contactcentre hubs provides our support teams with the right knowledge of systems,tools and processes to resolve customer queries effectively.

Thisinvolves working in partnership with the CSS Delivery Managers and a number ofdifferent SMEs across our Product, Sales, and Technology teams to conduct aneeds assessment taking into account the support requirements of both customersand field based teams and the demands on both.

A creativeand inquisitive mind is required, deploying a variety of techniques fordesigning and developing instructional content, to ensure that trainingpackages are both engaging and adaptable to suit different learning needs andstyles across our hubs. It is also vital for ensuring that knowledge basearticles are continuously developed, reviewed and easily accessible to both ourAgents and Customers.

Wheretraining documents exist the Instructional Designer will assume responsibilityfor working with the CSS Delivery Managers and the Vendors own training teamsto ensure they are evaluated, refined and improved to a consistent andprofessional format. The ability to repurpose training materials across hubs isa key objective here.

Operationalplans must be developed to balance quality and budgetary goals, alongsidebusiness risk, whilst ensuring a professionalised, consistent customerexperience is delivered across our different customer groups.

The postholder will also be required to also work closely with our NA training teams toensure that we are aligned in our approach.

Key responsibilities

TheInstructional Designer will

  • Partner with subject matter experts to identify learning needs and provide input for course content and/or design.

  • Work collaboratively with the CSS Delivery Managers and our Vendors to translate market requests into vendor-ready materials.

  • Lead on the development and enhancement of Customer Contact documentation and knowledge capitalthat reflects an understanding of the different customer personas.

  • Ensure training materials and programs are engaging and course content compelling, effective and user-friendly, (through use of graphics and multi-media) to enhance knowledge transfer.

  • Ensure relevance, quality and accuracy of tools and processes by conducting end-user testing and validation across all hubs.

  • Effectively design and manage pre/post training activities that promote optimal learning

  • Project management of all stages of training programme development and delivery (development, readiness, delivery, measurement)

  • Facilitate/deliver programme content as part of the train the trainer phase prior to the launch of a new service.

  • Develop criteria to evaluate and assess the effectiveness of key training initiatives through the use of assessment instruments such as surveys, observations and analysis of key performance indicators.

  • Build partnership and collaborate with internal customers to review data and gather feedback to ensure any learning gaps are identified and acted upon

  • Work in partnership with the product design teams to modify course content to reflect customer needs and enhancements to products/platforms.

  • Research and implement new, progressive and innovative approaches to develop and deliver learning to ensure the intended outcomes are achieved.

  • Support other project and continuous improvement initiatives as required, which may be strategic and complex in nature e.g. the further development of a self-serve capability



Degree or HND equivalent

Essential skills and characteristics

  • Proven working experience in instructional design with instructional technology

  • Excellent knowledge of learning theories and instructional design models

  • Proven experience of using appropriate writing styles to make content easy to understand for the target audience

  • Proven experience of working with at least one LMS

  • Visual design and animation skills e.g Adobe suite and ability to storyboard

  • Experience of managing key stakeholder relationships often remotely

  • Ability to work on a multi-site basis, taking into account timezone and cultural differences whilst working to deliver a consistent customer experience

  • Excellent written and verbal communication skills, including editing and proof reading with strong attention to detail

  • Excellent facilitation and presentation skills

Desirable skills and characteristics

  • Experience of customer service technology systems e.g. CRM systems, self-service, knowledge base, telephony, CC infrastructure


Primary Location: GB-GB-London

Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL

Job: Customer Service

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 22, 2016