About DXC
DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates.
Our more than 125,000 people in 70-plus countries are entrusted by our customers to deliver transformative technologies to ensure the success, safety and well-being of businesses and people around the world. By combining strengths and expertise globally, we create solutions and deliver greater outcomes for customers across their entire IT estate.
About the Team / Offering – Insurance Software & BPS
DXC's Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You'll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.
About the Role
The Instructional Designer plays a critical role in designing, developing, implementing, and continuously improving high-impact learning solutions that support contact center operations, client requirements, and employee performance objectives. You will partner closely with Operations, Quality Assurance, Workforce Management, Compliance, Subject Matter Experts (SMEs), and Training Leaders to create engaging learning experiences that improve new hire readiness, knowledge retention, productivity, customer experience, and business outcomes.
In this role, you will apply a strong understanding of adult learning principles, instructional design methodologies, performance consulting, and contact center operations to transform complex business processes, client requirements, compliance standards, and operational procedures into engaging and measurable learning solutions. You will build blended learning solutions spanning instructor-led, virtual, and digital formats, while continuously measuring and refining curriculum effectiveness against key operational metrics.
Essential Job Functions
•Design end-to-end learning solutions for new hire training, product launches, refreshers, cross-skilling, compliance, and leadership development.
•Build blended learning solutions including ILT, VILT, eLearning, microlearning, simulations, scenarios, assessments, and OJT.
•Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned to brand, quality, and compliance standards.
•Conduct training needs analyses and use performance data to recommend and measure learning interventions.
•Build and maintain content in the LMS using industry-standard authoring tools, leveraging AI-enabled learning technology.
•Measure training effectiveness and ROI against operational metrics such as CSAT, QA, AHT, FCR, and time-to-proficiency, and refresh curriculum accordingly.
•Partner with Operations, Quality Assurance, Workforce Management, Compliance, SMEs, and Training Leaders to align learning solutions with business needs.
•Develop measurable learning solutions that translate complex business processes and compliance standards into effective training content.
Basic Qualifications
•Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.
•3–5+ years of instructional design experience.
•2+ years of experience in contact center, customer service, BPO, or operations environments.
•Experience with curriculum design using ADDIE or similar methodologies.
•Strong digital and instructor-led development skills.
•Excellent writing and content development skills, with the ability to manage multiple projects in a fast-paced environment.
Other Qualifications
•Experience in regulated industries such as Financial Services, Insurance, or Healthcare, with FINRA/HIPAA/AML exposure.
•ATD / CPTD / CPTM or other instructional design certification.
•Experience with LMS and authoring platforms.
•Experience with global delivery models, QA, and Workforce Management.
•Experience with authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, or Copilot Studio.
•Experience with contact center platforms such as Genesys, NICE, Five9, Salesforce, Zendesk, or Avaya.
•Proficiency with productivity tools such as Microsoft 365, SharePoint, Teams, Power BI, and Power Automate.
Benefits
Full-time hires are eligible to participate in the DXC benefit program, which includes health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, and paid time off.
DXC's work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
