Content Designer - Training and Knowledge

Overview

Design and build training and knowledge content for IG’s live, scaling customer servicing operation, including task-based courses, job aids, knowledge base articles, process maps and process content. Own projects end to end, working with operational stakeholders and subject matter experts to make complex information useful for new starters and agents.

What you'll do

• Design and build task-based training content for a live CX complaints handling operation, including courses, job aids, knowledge base articles, process maps, and more.
• Work with subject matter experts and operational stakeholders to gather input, structure content, and iterate quickly as the function scales.
• Build reusable content that reduces per-hire training time and reduces reliance on experienced agents absorbing new starters informally.
• Manage multiple projects simultaneously, balancing pace with quality.
• Make the most of the tech stack to create the best solution for each need.

What you'll need

• 3–5 years in instructional design with a solid foundation in learning theory and content structuring.
• Hands-on experience building a range of content types, including digital courses, job aids, reference materials, and process documentation.
• Strong writing skills to take complex operational material and make it clear and usable for people in different roles and contexts.
• Comfort working at pace in a live operational environment where priorities can shift.
• Self-directed project ownership from needs analysis through to delivery, evaluation, and iteration.
• Experience working with stakeholders across locations, time zones, and functional teams.

Details

• Location: Bangalore, India.
• Hybrid work with three days in the office.
• The team uses Miro, Claude, Easygenerator, LearnUpon, SharePoint, and more.