Service Designer

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