ARCHIVED Retail Full Time

Service Designer

Shopee

Job Description:

Analyse customer service staff knowledge/skill/behaviour gaps
Design essential learning solutions that build competencies/address KPIs deficits/enable business outcome with real-life applicable practice
Develop learning content including interactive user guides, video tutorials, FAQs, and other instructional materials
Lead Train-the-Trainer sessions as a master trainer for key programs
Design post-training test/verification methods and processes to verify and drive maximum knowledge gained
Use data and metrics to measure, observe, and report learning effectiveness and ensure real-work application
Collect feedback from audiences in order to continuously improve learning solution, delivery methods and materials
Keep Up-to-date with Instructional Design methods and frameworks in designing and developing educational and training programs

Qualification:

Bachelor’s Degree in Instructional Design, Educational Psychology, Adult Learning or organization development or similar
Fluent in Thai and English, both written and spoken
Passionate about people development and giving people those ‘light bulb’ moments
Demonstrable proven experience and success as a Learning Designer, Instructional Designer, or Curriculum Developer (for e-commerce or tech is a plus)
Proven practical knowledge of facilitation, coaching methodologies, instructional systems design (ISD) frameworks, adult training methodologies and service softskill knowledge
Ability to customize and design training courses to suit audience group and fulfill expected outcome of training
Ability to translate complex ideas and information into organized, guided, vitualized resources to enhance learning, self-service experience.
Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
Learn fast, act fast with strong attention to detail and accuracy
Good communication and can convey messages expressively and clearly
Have great stage presence and can handle the most difficult of training situations
Resilience to work under tight deadlines and under pressure in a fast pace environment
Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide