Customer Experience

3 days ago

St Paul, United States Addison Group Full time

Addison Group is working with a medical device manufacturing company in search for a Customer Experience (CX) Process Analyst. This role requires 3 days onsite in their St Paul Minnesota office, please apply below to be considered


The Process and Training Analyst is responsible for delivering training in both processes and systems to internal Customer Experience staff. This role is responsible for outlining and documenting workflows associated with all technology platforms used by the Customer Experience team. The Process and Training Analyst will manage the internal and external systems for all stakeholders to access to support self-service training options. They will act as a backup for internal teams during staffing shortages and high volume, ensuring that operations continue smoothly and efficiently across the department.

POSITION RESPONSIBILITIES:

Instructional Design:

  • Develop comprehensive instructional materials, including e-learning modules, training manuals, and interactive content.
  • Analyze learner needs and objectives to create effective course designs and assessments.
  • Apply instructional design theories, models, and principles to create engaging and effective learning experiences.
  • Collaborate with subject matter experts to ensure content accuracy and relevance.

Content Creation:

  • Create multimedia content, including videos, graphics, and animations, to support and enhance learning materials.
  • Develop and write clear, concise, and engaging content for various platforms, including online courses, webinars, and training sessions.
  • Ensure all content is accessible, inclusive, and aligns with organizational standards and branding.
  • Create and manage process documentation and support the leadership team with process change requests.

Project Management:

  • Manage multiple projects simultaneously, ensuring timely delivery and adherence to quality standards.
  • Coordinate with internal teams and stakeholders to gather requirements and feedback throughout the development process.
  • Monitor and evaluate the effectiveness of instructional materials and make improvements as needed.

Technology Utilization:

  • Utilize e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate) and Learning Management Systems (LMS) to develop and deploy content.
  • Stay current with emerging technologies and trends in instructional design and content creation.

Department Support:

  • Provide support in Customer Support roles during periods of high volume or staffing shortages, ensuring continuous and efficient service delivery across the department.


CORE COMPETENCIES, SKILLS & ABILITIES:

  • Proven experience in instructional design and content creation, including e-learning development.
  • Proficiency with e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate) and LMS platforms.
  • Strong writing, editing, and storytelling skills with the ability to create compelling and clear content.
  • Experience with multimedia content creation, including video production and graphic design, is a plus.
  • Excellent project management skills with the ability to manage multiple priorities and meet deadlines.
  • Strong analytical and problem-solving skills with a focus on continuous improvement.
  • Ability to work independently and collaboratively in a fast-paced environment.

POSITION REQUIREMENTS:

Education & Experience

  • Bachelor’s degree in related field.
  • 3 to 5 years of experience

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