About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Content Developer and Instructional Designer will plan and create authentic content using different learning platforms to increase our learners' engagement, knowledge, skills and efficiencies. The Content Developer will also be responsible for creating, updating or making changes to our client’s Knowledge Bases as required.
As Content Developer and Instructional Designer, You Will…
Analyze and identify knowledge gap by collaborating with SMEs and other stakeholders
Develop learning objectives and identify instructional design strategies
Develop storyboards and media to create a prototype
Create unique, user-friendly, and informative content while adhering to the best SEO practices
Review the quality and relevance of the training content and provide recommendations for improvement/enhancement
Pitch content ideas for eLearning, instructional and micro learning videos, gamification, website, blog, social media platforms, among others, to cater to client's requirements whether it is for New Hire Training or Continuous Education
Monitor the project performance and efficacy for the first few waves after implementation of a new or updated training content
Measure performance post content reimagination and analyze training gaps for further enhancement of training content
Facilitate T3 courses with trainers and ensure handover of the new training material is completed
Be part of co-facilitation, observe training and certify trainers to train the new content/modified content
Review the Knowledge Base regularly to identify any disconnect, information gap or inaccuracy and report to KB owners
Modify Knowledge Base content as necessary and as required by KB owners
As Content Developer and Instructional Designer, You Have…
Minimum 1 year of combined experience around content development and remodeling or updating learning platforms or knowledge bases
Client facing experience
Trainer experience an advantage
BSc or BA degree preferred, MBA an advantage
Excellent verbal and written communication skills which is (=or >) CEFR B2 high level
If without college degree, must come with at least 2 years of experience in content development
Experience in content writing or editing, graphic design, or a similar field in another industry is accepted
Must be ready with a portfolio of previous works and renderings
Excellent verbal and written communication skills
Experience in using different tools in Instructional Design which may include but not limited to Adobe, paid or free websites or apps, etc
Familiar with different Instructional Design Methodologies such as ADDIE, Merrill’s Principles, etc
Advanced knowledge on the use of MS Office and/or Google Suite (Sheets, Slides, Docs, Drive) is required
Exceptional analytical skills to evaluate performance and identify areas of improvement required for the project
The ability to successfully work across cross-functional teams
A positive work ethic and commitment to achieve the best possible outcomes
Experience in facilitating virtual and instructor-led training
The passion to be a role model that exemplifies our 10 Things (cultural values)
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
Ability to assess the “big picture” and draw connections between inputs and outputs
Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
A keen eye for detail, the ability to multitask, and strong analytical skills
Skills Required
- At least 1 year of combined experience in content development, learning-platform updates, or knowledge-base maintenance
- Client-facing experience
- Bachelor's degree in any field
- At least 2 years of content-development experience if the candidate does not have a college degree
- Strong verbal and written communication skills at CEFR B2 or higher
- Portfolio of previous work and renderings
- Experience using instructional-design tools, including Adobe or comparable applications
- Familiarity with instructional-design methodologies such as ADDIE and Merrill's Principles
- Advanced proficiency with Microsoft Office and/or Google Suite, including Sheets, Slides, Docs, and Drive
- Strong analytical skills for evaluating performance and identifying improvement areas
- Ability to work successfully across cross-functional teams
- Experience facilitating virtual and instructor-led training
- Strong time-management, organizational, and prioritization skills
- Critical-thinking and problem-solving abilities
- Ability to multitask and maintain strong attention to detail
- Trainer experience
- Master of Business Administration degree
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
