E-Learning Development Analyst III

The Global Customer Operations (GCO) eLearning Development Analyst is a fully proficient professional member of the GCO Training Team and is responsible for designing, developing, deploying, and maintaining computer-based training (CBT), interactive e-learning courses, and digital learning modules that support Global Customer Operations. This role applies good working knowledge of instructional design concepts, adult learning principles, and e-learning development procedures to create effective, engaging, and scalable learning solutions that support business performance and consistent customer experiences. 

The eLearning Development Analyst carries out a variety of routine and complex assignments, typically following established standards, templates, and development procedures to solve problems and deliver results. This role collaborates with subject matter experts and cross-functional stakeholders to identify learning needs, recommend appropriate online learning solutions, and develop training content that supports new hire onboarding, continuing education, and change adoption across GCO. The role may also train new team members and share expertise in e-learning methodologies, tools, and course design best practices.

Accountabilities:

eLearning Design and Development

• Develop and deploy computer-based training (CBT), interactive e-learning courses, digital learning modules, and related training materials that support organizational goals and key performance indicators. 
• Apply instructional design methodologies, adult learning principles, and online learning best practices to create effective and engaging learner experiences. 
• Design and develop training content for new hires and ongoing employee development programs across GCO. 
• Update and maintain e-learning content to ensure materials remain accurate, relevant, current, and aligned with business processes. 

Stakeholder Collaboration and Needs Analysis

• Partner with subject matter experts (SMEs) and business stakeholders to gather requirements and determine appropriate instructional strategies and online learning solutions. 
• Conduct needs assessments and support gap analysis activities to identify knowledge or performance deficiencies and recommend learning-based remediation. 
• Support change initiatives by developing learning content and communication materials that enable effective knowledge transfer. 

Standards, Documentation, and Quality

• Create and maintain project documentation, including development standards, templates, storyboards, job aids, and other e-learning support materials. 
• Follow established guidelines and procedures for e-learning development, review, testing, and deployment. 
• Ensure globally shared training resources are harmonized, organized, and optimized to support a consistent learner and customer experience. 
• Review learning assets for quality, usability, consistency, and adherence to brand and instructional standards. 
• Design, development, and ongoing maintenance of SharePoint portals and intranet sites plus experience in building and maintaining dashboards and reports using Tableau and/or PowerBI.

Measurement and Continuous Improvement

• Leverage performance and quality indicators, such as quality metrics, customer feedback, and learner feedback, to evaluate training effectiveness and identify improvement opportunities. 
• Support evaluation efforts using established training measurement approaches to assess learning outcomes and business impact. 
• Recommend updates to courses, modules, and development practices based on stakeholder feedback, performance trends, and evolving business needs. 
• Build and maintain knowledge of emerging e-learning technologies, including GenAI-enabled development tools, to improve development efficiency and learner experience. 

Team Support and Knowledge Sharing

• Guide training staff and share expertise in e-learning methodologies, development standards, and course design practices. 
• May train or assist newer team members on templates, tools, and established development processes. 
• Contribute to a collaborative team environment that promotes continuous learning, consistency, and process improvement. 

Qualifications:

• Bachelor’s Degree holder
• Relevant experience in e-learning development, instructional design, training, or a related discipline. 
• Good working knowledge of instructional design theories, adult learning principles, and e-learning development practices. 
• Experience developing CBT, interactive e-learning courses, and digital training materials.
• Experience in SharePoint design, development, and maintenance. 
• Familiarity with training methodologies such as ADDIE and training effectiveness measurement approaches such as Kirkpatrick. 
• Strong process, technical, and analytical skills. 
• Strong written, verbal, and presentation skills. 
• Ability to build effective working relationships with diverse stakeholders and subject matter experts. 
• Ability to work independently on assigned deliverables while contributing effectively as part of a team. 
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Knowledge in creating and maintaining reports in Tableau and/or PowerBI is a plus
• Experience working in a complex, matrixed environment preferred. 
• Certification in instructional design or related e-learning methodology preferred. 

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