Senior Associate, Client Experience Operations - Instructional Design
Wealthsimple
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Toronto, ON, Canada
Posted 6+ months ago
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
In this role, you will have the opportunity to:
- Work on various Enablement initiatives to support the Client Experience team in raising the bar and becoming our clients’ primary investing relationship.
- Be responsible for the design and development of compelling learning activities and course content as well as continuous improvement, day-to-day maintenance and upkeep of these programs for Client Experience. This includes:
- Designing and managing the onboarding curriculum for new hires
- Administering the company’s internal learning management system
- Publishing weekly micro-learning to help our customer support team stay up-to-date on the latest knowledge
- Connecting with stakeholders to identify skill gaps and opportunities across our teams
- Partnering with subject matter experts to develop learning content in key areas
- Leverage data to identify opportunities and implement solutions to optimize the Enablement program with a clear understanding of impact, risks, and trade-offs.
- Engage with stakeholders across the Client Experience team to ensure they are informed on initiatives that impact them and their team, have trust in the Enablement program, and can speak to its importance and impact.
- Manage the relationship and contract renewal process with external vendors.
What skills does the ideal candidate have?
- Instructional design: You have at least three years of progressive experience in learning content development, preferably in a customer support setting. You understand the basic principles of adult education and have a track record of developing course content for a blended training program.
- Creativity: You think outside the box to explain complex ideas in the simplest way possible. You love using words, visuals, and interactions to help learners build confidence with something new.
- Technical knowledge: You have experience managing content and learner activity within a learning management system (such as Docebo). You’re an expert at creating compelling material with a course authoring tool (such as Articulate 360 or Adobe Captivate) and presentation software (such as Google Slides or PowerPoint).
- Project Management: You have experience working with a project plan, managing stakeholders and expectations, and producing high-quality work within tight timelines. You know how to balance what needs to be done with what’s possible to do.
- Action orientation: You have a clear bias for action and the ability to act without being told what to do, take full ownership of work and seek help and input when needed. You understand the scope of an issue and its priority.
- Ship it then improve it: You are constantly looking for ways to improve and optimize the Enablement program that you manage (training and e-learning).
- Resourcefulness: You have a demonstrated track record of persevering in adversity where priorities and direction can evolve quickly. You have a positive can-do attitude and are adaptable to evolving business goals.
- Travel: Willing and able to travel for a few weeks each year.
Why Wealthsimple?
🤑 Competitive Salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple Work
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.
