Capital One Looking for L&D Designer for Customer Protection & Bank Operations at Richmond, VA  Full Time

L&D Designer for Customer Protection & Bank Operations

Does the idea of reimagining the learning experience for a group of hyper-digital, fun-seeking, customer-centric associates sound less like work and more like fun? Can your writing voice be described as fresh, modern, and conversational? When reading learning blogs over your morning coffee, do the words Bloom, Masie, and Gagne mean something to you? Are you occasionally adapting to real life issues using short videos or quick tutorials? If you are zealous about the associate and customer experience and if people regularly seek you out because of your creativity, talent, and work style, keep reading!

This role will be responsible for the design and development of a diverse set of learning materials to support our Retail Bank Operations and Customer Protection contact centers. This individual will partner closely with key business partners to translate business intent into engaging learning materials, with a focus (though not exclusively) on digital-first learning methods. This individual will analyze learning needs, design and develop blended learning solutions from raw materials, and measure and report out on learning effectiveness. They will script videos, storyboard e-Learning courses, structure simulations, create digital games, and much more. We need cutting-edge design with a balance of digital content customized to our Bank and Fraud Operations learner experience. We are taking big steps in onboarding associates and making bold investments supporting and developing existing associates and leaders. We are focused on delivering memorable, engaging, learning experiences to our associates that drive performance and achieve business objectives by leveraging integrated learning throughout their career with our contact center.

As a Senior Associate learning designer, you will partner with SMEs, Project Managers, Facilitators, and other Learning Experience Designers to design, develop, implement, scale, and continuously improve key contact center performance indicators.

At Capital One, you will see the impact of your work on the greater organization and be recognized for your contributions. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

Key Responsibilities

• Increase the effectiveness of learning solutions by identifying and recommending formats and modalities that create an optimal learning experience

• Design and develop curriculum, programs, learning materials, and performance support tools from a blank slate (including self-study, classroom, eLearning, etc.) based on industry design standards for a given modality (includes traditional, web, and mobile design)

• Design content, including (but not limited to) measurable learning objectives, leader and participant materials and tools, experiential scenarios and simulations, assessment and evaluation questions

• Decrease required development time through proficient use of Articulate Storyline for eLearning development

• Demonstrate an aptitude for, knowledge of, and agility with new learning technologies in a fast-paced, ever-changing environment

• Design training solutions that demonstrate an understanding of adult learning principles and leverage current learning trends, including gamification and rich media (example: video) to enhance the learner experience

• Participate in stakeholder, subject matter expert, and learner interviews that enable identification and curation of relevant content for the end-learner

• Recommend and document project instructional standards and strategies, learner engagement strategies, and evaluation plan

• Represent Learning in broader project efforts, ensuring an early focus on the implementation needs to ensure effective delivery in 100% alignment with project timeline goals

• Engage with project team members to enable clarity of goal; conduct on-going reviews to ensure outcome is on track to meet client needs

• Participate in Train-the-Trainer activities, when applicable

• Partner with other content developers to support material development needs, as appropriate

• Assist Learning Manager by identifying issues, diagnosing problems, generating alternative solutions, and analyzing opportunities and risks

• Set and achieve challenging individual goals that support department and business goals

• Predict resources needed to reach learning objectives and manage them in an effective and efficient manner

• Assume personal responsibility for projects and follow-through to completion with minimal need for direct supervision

• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress

• Proficient use of multiple rapid development content tools to create online courseware

• Exceptional professional communication and technical writing skills

• Experience with ADDIE, SAM, and Agile training development models

• Experience with project management and managing multiple, simultaneous tasks

“We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the below requirements to apply for this role.”

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in Training Design and Development

• At least 1 year of experience with Articulate Storyline, Captivate or Camtasia

• At least 1 year of experience utilizing Google Suite to create online or eLearning courseware

Preferred Qualifications:

• 3+ years of experience in Training Design and Development for digital modalities

• 2+ years of experience with curating and developing content to be consumed on mobile devices

• 2+ years of experience with multimedia photo and video editing software

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One’s recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.