Sr Contact Center Performance Development Designer - Remote

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

Basic Function The Senior CC performance Development Designer is responsible for designing, developing, and continuously enhancing innovative learning solutions that improve employee performance, drive business results, and support organizational growth. This role specializes in creating engaging microlearning modules , business simulations, scenario-based cases, learning journeys, and development programs that build critical skills across the Contact Center organization.

The Senior Designer partners with operational leaders, subject matter experts, talent development teams, and strategic stakeholders to identify performance gaps and create scalable learning experiences that accelerate employee capability, improve customer outcomes, and support strategic business objectives. The role applies adult learning principles, instructional design methodologies, and modern learning technologies to deliver measurable performance improvement. Industry-standard instructional design practices include needs assessment, learning experience design, development, implementation, evaluation, storyboarding, rapid prototyping, and measurement of learning effectiveness.

Essential Functions & Responsibilities Learning Strategy & Design

• Design and develop innovative learning solutions that support business initiatives, operational excellence, employee development, and performance improvement.
• Create micro-learning modules, digital learning assets, performance support tools, job aids, videos, interactive activities, and blended learning experiences.
• Develop scenario-based learning, customer service simulations, role-play exercises, case studies, and experiential learning activities that reflect real business challenges.
• Translate complex operational processes into engaging and learner-centered content.
• Apply adult learning principles and instructional design methodologies, including ADDIE, rapid prototyping, and learner-centered design approaches.

Program Development

• Lead the design and development of enterprise-wide learning programs supporting onboarding, career development, leadership development, performance improvement, product knowledge, compliance, and business transformation initiatives.
• Build comprehensive learning paths and curriculum frameworks that align with employee career progression and business goals.
• Ensure learning solutions support desired behavioral and performance outcomes.

Performance Consulting

• Conduct training needs analyses and performance gap assessments.
• Partner with business leaders to identify root causes of performance challenges and recommend learning and non-learning solutions.
• Consult with stakeholders to define measurable learning objectives and success metrics.
• Align learning solutions with strategic business priorities and organizational goals.

Content Development & Technology

• Design storyboards, wireframes, prototypes, and learner experiences for digital delivery.
• Utilize authoring tools, learning management systems, video creation software, graphic design applications, and emerging learning technologies.
• Maintain learning assets and ensure content remains current, accurate, and effective.
• Explore innovative learning tools, AI-enabled learning solutions, and emerging instructional technologies to enhance learner engagement.

Measurement & Continuous Improvement

• Evaluate program effectiveness using learner feedback, performance metrics, business results, and operational KPIs.
• Analyze learning data to identify opportunities for improvement and optimization.
• Continuously enhance learning experiences based on participant performance trends and business needs.
• Develop reporting mechanisms that demonstrate learning impact and return on investment.

Collaboration & Leadership

• Partner with operations leaders, workforce management, quality, recruiting, employee development, and other business s…