Sr. Instructional Designer, Learning Operations

Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

1. Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
2. Self-service: Provide self-service and automated capabilities to help members solve their own problems; create a community for members to support each other
3. Excellent support: When members do have to contact us, provide them with excellent service.

About the Role

As a Senior Instructional Designer, you will join Chime's Operations and Member Experience Learning & Development team to design highly engaging, interactive, and modern learning strategies and experiences for our agents across our BPOs. You will apply your knowledge of adult learning methodologies to drive business outcomes through the development of a broad range of innovative learning solutions (e.g. instructor-led, virtual instructor-led, digital, self-paced, micro-learning, social learning) that promote transfer, retention, and application. You are a creative and analytical problem solver, and you have a passion for customer service.

Your work - execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This role requires someone who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact.

The base salary offered for this role and level of experience will begin at $92,520.00 and up to $128, Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Act as a learning consultant to specific lines of business; gaining a deep understanding of the business and metrics to craft and recommend learning strategies to drive strong business outcomes.
• Proactively collaborate with team members and subject matter experts to identify training needs and objectives.
• Flex your analytical muscle to evaluate the effectiveness of learning programs and uncover opportunities to enhance agent skills and performance through learning
• Apply adult learning principles and instructional design standard methodologies to create engaging & interactive learning solutions and compelling course content, material/media (audio, video, simulations, games, etc.)
• Own the end-to-end design and development of learning content, including modes of assessment to measure the effectiveness and application of training.
• Analyze and apply trends and standard methodologies in instructional design and learning technologies to continue to elevate all agents' learning experiences.
• Design learning that reflects an understanding of the diversity of learning styles to ensure that your learning solutions resonate with our increasingly global and diverse audience.

To thrive in this role, you have:

• You have an eye for design, a serious obsession with learning and a proven ability to tie learning events to measurable outcomes that reflect our mission and culture.
• Subject matter expertise in adult learning theory and instructional design best practices in all modalities with the ability to convert strategies to effective and engaging learning experiences.
• 7+ years of experience designing and developing multi-modality learning (eLearning, instructor-led, video, etc.), including system simulations, branching scenarios, and other in-depth e-learning solutions
• Experience analyzing source material and creating design documents to share with developers
• Experience working in an agile and waterfall (ADDIE) design environment
• Excellent communication and relationship skills with strong capabilities to partner with team members across all levels.
• Strong data analysis skills with experience designing an evaluation strategy using data/metrics to meet business and learning objectives and drive performance improvements.
• Demonstrated experience designing and developing high-impact blended learning solutions in 2 or more learning authoring tools: i.e. Articulate 360 (Rise & Storyline), Camtasia, Adobe Captivate, Adobe Premiere Pro, iSpring Suite, Canva, etc.
• Ability to create and manage clear project plans outlining stakeholder responsibilities, timelines, needs, and risks.
• Experience driving outcomes through vendor partnerships and contact centers is a plus.
• Strong aptitude in graphic design, video and audio production is a plus.
• Ability and willingness to travel domestically and internationally, approx. 10% of the time.

A little about us

At Chime, we believe that everyone can achieve financial progress. We're passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we're well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we're inspired by our members' dreams and successes, big and small.

We're uniting everyday people to unlock their financial progress—will you join us?

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you're local to one of our offices or remote
• Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Take Care of Yourself Days
• 1% of your time off to support local community organizations of your choice
• Mental health support with therapy and coaching through Modern Health
• 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can't be done without a diverse team and inclusive environment. That's why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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