Instructional Designer, Member Services
About the role
Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service.
As an Instructional Designer, you will join Chime’s Member Services Learning & Development team to design highly engaging, interactive and modern learning 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.
This job cannot be performed in the state of Colorado.
In this role, you can expect to:
- Apply adult learning principles and instructional design best practices to create engaging learning solutions and compelling course content, material/media (audio, video, simulations, games etc.)
- Work with stakeholders and subject matter experts to identify training needs and objectives.
- 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 best practices in instructional design and learning technologies to continue to elevate Member Services learning experiences. .
- Design learning that reflects an understanding of the diversity of learners to ensure that it resonates 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.)
- Experience working in an agile and waterfall (ADDIE) design environment
- Excellent communication and relationship skills with strong abilities to partner with stakeholders at all levels.
- Proficiency in 2 or more learning authoring tools: i.e. Articulate 360, Camtasia, Adobe Captivate, Vyond, Lectora, Evolve, Canvas etc.
- Ability to create and manage clear project plans outlining stakeholder responsibilities, timelines, needs, and risks.
- Ability and willingness to travel domestically and internationally, approx. 10% of the time (post COVID).
- Experience driving outcomes through vendor partnerships and contact centers is a plus.
- Strong aptitude in graphic design, video and audio production is a plus.
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, 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 create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. 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. 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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