Customer Care Instructional Designer

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

JOB SUMMARY:

The Care Instructional Designer is responsible for designing and developing engaging, contemporary, and scalable learning solutions that drive performance and business results in support of the Customer Care department. This role contributes to the creation, maintenance, and evolution of learning experiences that support new hire onboarding, continuous education, and business readiness.

This role reports directly to the Customer Care Training Manager and works closely with training leaders, trainers, subject matter experts, project managers, and business stakeholders to analyze needs, design meaningful learning experiences, and develop high‑quality instructional materials.

This role combines strategic consultation with creative instructional design to turn business needs into effective learning solutions. The Care Instructional Designer develops engaging, learner‑focused experiences that align with organizational goals and foster continuous learning within Customer Care.

KEY RESPONSIBILITIES:

Learning Design & Development

• Create and update learning materials for new hire onboarding, continuous education, new product implementations, and business updates.

• Design, develop, and maintain engaging learning solutions that prepare Customer Care employees to meet defined performance, metric, and behavioral expectations.
• Apply instructional design methodologies, adult learning principles, and modern learning best practices across multiple modalities, including eLearning, instructor‑led (virtual and in‑person), and both individual and large‑group learning.

• Design dynamic learning experiences that incorporate active learning strategies, gamification, and highly engaging instructor‑led components.
• Create detailed design documentation for all phases of the instructional design process.
• Develop digital learning solutions using tools such as Articulate Storyline, Rise, Adobe Creative Suite, Microsoft Suite, and/or similar authoring software.
• Ensure all deliverables meet quality, accessibility, and brand standards.
• Educate and train trainers on new materials to support successful implementation of learning content.

Consulting & Collaboration

• Partner closely with Customer Care training leadership, trainers, subject matter experts, project managers, and business stakeholders to clarify learning needs, target audiences, and success measures.
• Translate business needs and learning objectives into actionable design strategies and engaging, learner‑centered solutions.
• Recommend learning modalities and approaches that balance learner engagement, scalability, and operational efficiency.
• Support project scoping and completion estimation by identifying appropriate levels of effort and resources required.
• Participate in feedback cycles and continuous improvement of Customer Care learning programs.

• Collaborate with the Corporate Instructional Design team on shared or cross‑functional content as needed.

Learning Content Management & Enablement

• Own the organization, governance, and ongoing maintenance of Customer Care learning content.
• Maintain learning materials on the Care Ttraining SharePoint, ensuring content is current, well‑organized, and easy for learners and trainers to access.
• Partner with training leadership to ensure learning content is available and stored in proper locations.

Continuous Improvement & Innovation

• Evaluate the effectiveness of learning solutions using data, learner feedback, and performance outcomes.

• Stay current with trends in learning technology, instructional design, and training engagement strategies.
• Experiment with new tools, methods, and media to enhance learner engagement and learning effectiveness.
• Contribute to the evolution of team standards, templates, and best practices.

REQUIRED SKILLS & EXPERIENCE:

• Bachelor’s degree in Instructional Design, Education, Learning Technology, Communications, or related field (or equivalent experience).
• 2+ years of experience designing and developing learning experiences in a corporate or professional environment.
• Strong understanding of instructional design principles, adult learning theory, and modern learning modalities and practices.
• Proficiency with eLearning authoring tools (e.g., Articulate Storyline, Rise, Adobe Captivate, etc.).
• Experience designing instructor‑led, virtual, and blended learning solutions.
• Experience creating learning content for customer support and/or sales organizations.
• Experience navigating and balancing the needs of stakeholders and learners.
• Excellent communication, writing, and collaboration skills.
• Ability to manage multiple projects and deadlines in a dynamic environment.

PREFERRED SKILLS & EXPERIENCE:

• Experience designing highly engaging and interactive training, including:
• Gamified learning experiences
• Engaging instructor‑led training
• Lessons with strong emphasis on active learning
• Familiarity with video production, graphic design, or multimedia editing tools (e.g., Adobe Creative Cloud, Vyond, Camtasia).
• Experience with AI learning software including Call Simulators.
• Knowledge of accessibility and inclusive design standards (e.g., WCAG).
• Experience with LMS/LRS platforms and xAPI data.
• Exposure to agile or iterative design methodologies.
• Professional certification (ATD, IDOL, PMP, or similar) a plus.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• Delivery of high‑quality, engaging, and learner‑centered solutions that support Customer Care priorities and meet intended goals and timelines.
• Strong partnerships with Customer Care training leadership, trainers, subject matter experts, and cross‑functional stakeholders.
• Well‑organized, up‑to‑date Customer Care learning content that is easy to access and maintain.
• Clear alignment of learning solutions to business outcomes and learner needs.
• Demonstrated growth in consulting, analysis, and design expertise.
• Meaningful contribution to a collaborative, innovative, and high‑performing training team.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  

Official description on file with Talent.