Knowledge and Learning Design, Principal Associate - Toronto, Canada - Capital One

Capital One

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

161 Bay Street , Canada, Toronto,Toronto, Ontario,

Knowledge and Learning Design, Principal Associate (18 Month Contract)

The Capital One Content way.**You might know us as a credit card company, but we're about much more than that. We're a data-driven company that is inspired by our customers' needs, and passionate about making their lives simpler.

Who we are:

A global footprint of outsourced contact centres for voice, back office and digital channels. We support the people who support our customers.

When customers need help, they reach out to a large network of super-talented phone and chat agents who must confidently handle anything that is thrown their way.

At the centre of Agent Readiness is The Knowledge Management and Learning Experience Design teams.

The Knowledge Management team partners with SMEs across the business, to help agents know the best thing to say or do to help our customers.

The mandate of the team is to create, organize and disseminate information through knowledge platforms, equipping agents with the written content to answer customer inquiries

The Learning Experience Design team understands the learning objectives of the business, then translates these objectives to the adult learner.

This team creates learning experiences which provide agents with the right knowledge, skills and abilities for their roles.

Why we need you:

We are constantly evolving how we create, present, and manage learning material and knowledge content. New systems, new ways of working, new ways of thinking about information and learning.

We need you to provide leadership across these teams and ensure a holistic, thoughtful, innovative and uniform approach to agent readiness.

What we value:

Curiosity: You will be driven to proactively seek information and the best solutions for our agents.
Collaboration: You will partner across the enterprise to make sure the right content and learning decisions are made.
Confidence: You will drive significant results that will influence the experience of millions of customers.
Meticulousness: You will hold a high bar for information delivery and the way the team approaches the content management lifecycle.
Leadership: You will prioritize people leadership and successfully empower, include and inspire your team members, ensuring their development and performance is well supported.
Growth: One of your main tasks is to form a culture of growth, collaboration and innovation within the Learning Experience Design and Knowledge Management teams and you will be a crucial part of achieving this objective.

What you will learn:

Our customers: You will learn about the experience of our customers, as if you were an agent taking a call yourself. You'll learn what questions customers have, how they interact with our products, and what their information needs are, to ensure their inquiries are resolved the first time.
Our agents: You will learn what our agents do, how they do it, and what challenges they face.
Our business: You will learn about our systems, platforms, products and policies.
Our partners: You will partner with product, tech, ops, and business leads and learn how to support their learning and information sharing needs.

What you will do:

Have a deep understanding of both user and content needs, in order to develop content and learning strategy, design, for executing those needs
Influence and drive the experiences for how users interact with knowledge content
Use data to understand how content is performing and lead efforts to improve existing usage, developing new content ideas for the future
Embed data collection and feedback mechanisms throughout our learning and content solutions to generate datadriven, actionable insights into the Associate Experience. Lead efforts to drive continuous performance improvement from those insights.
Understand how the content solutions delivery and learning experience processes are performing and lead continuous improvement efforts; create process documentation to ensure both teams are wellmanaged
Interact with upstream and downstream stakeholders to elevate the value and successes of your teams to the broader organization
Create comprehensive and easy to follow processes for all sites to follow in a consistent, reliable manner
Influence decisions being made to incorporate more innovative ways of learning experience design for customer service associates Create instructional materials (elearning, videos, software tutorials, user guides, job aids, audio and video scripts, storyboards, assessments, etc.) that transform technical information into professionally written, engaging instruction for call centre associates
Partner with operations and program leaders to align our knowledge and learning programs with the expected business outcomes.
Analyze department performance and report out to Senior Leadership on opportunities for improvement and executing on