Instructional Designer - Customer Care

Instructional Designer – Customer Care

Location: Peoria (Onsite)
Industry: Heavy Equipment Manufacturing / Industrial Equipment
Job Type: Contract -12 months/w2

About the Role

We are seeking an Instructional Designer to support Customer Care and connected services initiatives within a leading organization in the heavy equipment and industrial manufacturing industry.

This role focuses on designing, developing, and improving training programs that enhance customer experience and align with business objectives.

You will work closely with business stakeholders to identify training needs, develop learning solutions, and measure the effectiveness of training programs.

Key Responsibilities

• Design and develop training programs, courses, and learning materials using instructional design best practices
• Apply ADDIE methodology and adult learning principles
• Conduct business needs analysis to identify training gaps
• Collaborate with stakeholders to align training with customer care strategies
• Analyze training effectiveness and track ROI and performance metrics
• Maintain and update training content to ensure compliance and relevance

Required Qualifications

• Bachelor’s degree in Instructional Design, Education, Business, or related field
• 2–4 years of relevant experience in instructional design or L&D
• Proven experience in creating training courses (not just delivering training)
• Strong understanding of ADDIE model and adult learning principles
• Experience with needs analysis and stakeholder collaboration
• Excellent communication and problem-solving skills

Preferred Qualifications

• Experience in customer service / customer care environments
• Familiarity with authoring tools (e.g., dominKnow ONE or similar)
• Exposure to training analytics and performance measurement
• Experience supporting corporate or technical training programs, preferably within manufacturing or industrial environments

Work Environment

• Onsite role based in Peoria
• Collaborative team environment (13-member team)
• Up to 10% domestic travel

Why Join This Opportunity?

• Work on impactful, large-scale training initiatives within a global industrial environment
• Gain exposure to customer experience and business strategy
• Collaborate with cross-functional teams
• Opportunity to grow within a stable and innovative industry

Important Notes

• This role requires onsite presence in Peoria, IL
• Candidates must be open to relocation or commuting
• This is an individual contributor role (non-managerial)