Agoda’s Customer Experience Group (CEG) is a 1,300+ strong organization spread globally across 9 countries in 4 continents. As CEG continues to grow, we realize the need for stronger instructional design processes and practices in order to gain operational efficiencies and deliver top-quality customer care.
The Instructional Designer role is a new position within CEG that we are in the process of defining and shaping. The main function of the position would be to help champion CEG-wide employee development through the creation, implementation, and enhancement of training solutions that will address the organization’s needs. This role will be based in our Bangkok office and join a unique function in ensuring the best possible development of all our people, without taking ownership for development away from other L&D staff.
The person who takes on the role will, to start off with, lead and manage the following:
- Manage the design and development of traditional classroom, virtual or remote, and web-based course content for current and new training programs
- Create processes related to the design, development, and upkeep of training programs
- Manage training and upskilling of L&D staff on design and development of training programs
- Report on the maintenance of and updates to course templates, trainer guides, trainee materials, and exercises that would impact KPIs
- Identify any items that need to be available before, during, and after training, including any technology and facility requirements
Success in the role will initially be measured by on-time delivery of action items related to the above. In the long-term, success will be measured by efficiencies gained and quality provided by CEG employees as seen in increased KPI scores.
Duties and Job Responsibilities
- Manage the current instructional design and development practices as well as create and encourage new practices related to training solutions
- Analyze the effectiveness of training solutions by observing their implementation and evaluate their impact in terms of the organizational benefits
- Interact with L&D, Operations, and other support teams within CEG
- Act as a mediator to answer the queries of the staff about design and development output and practices
- Utilize L&D resources and design a training module for the staff to help them design and develop their own training solutions, including workshops, one-on-one guidance, and other related content
- Encourage the staff and workers to share best practices effectively and efficiently
- Promote collaborative tools such as activity rooms to facilitate sharing of ideas and work among internal teams and external partners
- Help monitor and evaluate the design and development program, including external benchmarking and evaluation programs/opportunities
- In the initial months, project management skills will be key to the success of the Instructional Designer
- Instructional Designers should have in-depth knowledge of the learning management systems maintained by the organization
- They should have good communications skills and expert planning skills
- Should be able to transform the ideas of management and implement appropriate solutions in the organization
- They should have good analyzing skills and ability to tackle critical situations
- Ability to maintain constructive work relationships with the employees of all the departments; seniors as well as juniors
- Leadership quality and ability to supervise and guide the employees
Instructional Designers should possess a bachelor's or master's degree in education, information technology, etc. Some individuals who do not possess degree in education but have knowledge of or experience in instructional design and development can be considered.