Instructional Designer

Purpose: The Instructional Designer, Technology & Systems Learning designs, develops, and delivers learning solutions that equip employees with the ability to effectively use business systems, follow operational processes, and adopt new technologies.   

Essential Functions: 

• Conducts need assessments with Operations and business partners to identify skills gaps, system adoption barriers, and process training needs 

• Partners with subject matter experts (SMEs) to understand technical workflows, system functionality, and operational processes; develops curriculum plans, learning paths, and blended learning strategies for system or process rollouts and changes 

• Designs scalable, high-quality, and instructionally sound learning solutions aligned to business goals and user needs, including eLearning modules, quick reference guides, SOPs, workflow diagrams, ILT decks, and video tutorials; translates system requirements, technical updates, and process transitions into clear, user-friendly and operationally coherent training and resources 

• Builds interactive system simulations using tools like Articulate Storyline, Rise, Camtasia, or similar technologies; uses AI appropriately to increase design and development efficiency while ensuring accuracy, clarity and relevance of AI generated content 

• Applies designated change management methodology when designing, developing and delivering learning products; facilitates training sessions, workshops, and usability pilots; gather feedback for iterative improvements 

• Supports major system implementations and upgrades (timekeeping, Point of Sale, HRIS, digital tools, etc.) by creating adoption-focused learning materials and manager coaching tools and support 

• Manages multiple projects simultaneously including timelines, stakeholder expectations, and cross-functional collaboration with Operations, Digital, IT, HR, and PMO teams to align training with process design and system configurations 

• Measures training effectiveness using surveys, assessments, performance dashboards, and system usage analytics, focusing on behavior, change and adoption 

• Continuously improves learning content based on user data, stakeholder feedback, and system enhancements 

• Maintains version control and ensure training remains current as systems and processes evolve; ensures all learning solutions meet accessibility, brand, compliance, and language standards 

Reporting Relationship: The Instructional Designer, Technology & Systems Learning reports to the Senior Manager of Learning & Development Optimization 

Minimum Qualifications, Knowledge, Skills, and Work Environment:  

• Education and Experience: The combination of education and professional experience must exceed 5 years: 

• In a technical role: Requires 5 years of instructional design experience engaged in designing training for technical systems, software tools, or complex operational processes 

• A bachelor’s degree in Instructional Design, Learning & Development, Education, Technical Communication, or a program related to the functional area can count for 2 of the 5-year requirement 

• In the industry: 3+ years of Hospitality, F&B and/or Retail experience  

• Specialized Training:  

• Training that leads to an in-depth understanding of agile workflows, change management practices, or knowledge management 

• Specialized Skillset/Competencies/Traits: 

• Demonstrated experience developing system simulations, tutorials, and performance support materials. 

• Demonstrated experience supporting technology rollouts, digital transformation, or operational process redesign 

• Strong proficiency with instructional design tools (Articulate 360, Camtasia, Snagit, etc.) and LMS platforms 

• Ability to simplify technical concepts and translate workflows into clear, intuitive, and coherent learning materials that achieve adoption goals 

• Business acumen and also has the mindset required to understand the long-term implications of instructional design planning and to advance the organization’s goals 

• Demonstrated history of understanding the needs of the business, stakeholders, the employee population and individual circumstances 

• Demonstrated history of creating and maintaining positive work environments  

• Location/Travel: 

• This role is based at the North America Support Center in Bethesda, MD 

• This role may require up to 20% travel