Support the development and management of Salesforce Lightning training programs for employees in the Contact Centre organisation (external and internal)
Deliver training to Trainers and other teams as required on all Salesforce enhancements and updates
Coordinate with Insulet IT teams and Vendor Training teams to ensure Salesforce training environments are maintained and updated
Manage the Salesforce training environments; including specialist personas, trainee accounts, test customer accounts setup to practice specific tasks
Apply interaction design and interactive learning principles to instructional solutions for adult learners
Work collaboratively with subject matter experts and key stakeholders to develop learning objectives for all programs
Deliver high impact training virtually online and/or in person

Strong background in Order Management, Order to Cash, Customer Care Operations, or Business Process Ownership
Proven experience leading cross functional launch or implementation projects
Expertise in process design, optimisation, and standardisation
Ability to translate complex business requirements into clear, scalable operational processes
Analytical mindset with the ability to identify root causes, assess risks, and propose data driven solutions
Experience working in fast paced, high growth, or multi market environments is highly desirable.
Bachelor’s Degree in related field and/or equivalent combination of education and experience
Formal training in Instructional Design, job aid design, adult learning theory, delivery systems and evaluation techniques is a plus
Demonstrated experience designing and developing adult learning programs
Familiar with the use and administration of Learning Management Systems
Experience in managing and delivering a wide range of training (technical and soft skills) to a large variety of different employee groups
Working knowledge of Instructional Design Models and Adult Learning Theories e.g. ADDIE, Bloom’s Taxonomy etc.

Instructional Designer – Customer Care, Salesforce Training

Key skills