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Title:  Bilingual (English/French) Learning Experience Designer




Requisition ID: 136814

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


As part of the National Operations team, the Instructional Designer will be focused on designing and delivering learning solutions that build and sustain knowledge and skills for front-line employees in the Canadian Banking Customer Contact Centres (CBCC).

The Instructional Designer will design innovative learning solutions that incorporate the end-to-end learning cycle (assessment, design, evaluation, and sustainment). The incumbent will design and develop learning solutions using a variety of modalities and technologies including eLearning, instructor-led, virtual Instructor-led, simulations, and performance support resources (job aids, procedures, processes self-directed learning paths).


Major Accountabilities:

Design and develop learning solutions/training programs in support of CBCC initiatives by:

  • Using instructional design methodologies and techniques to design and develop learning solutions to meet diverse learner needs (utilizing various media including, instructor-led training, e-learning courses, and blended learning solutions). Primary tool for eLearning development is Articulate 360.
  • Creating learning and performance solutions for systems training, product training, sales & service training, new hire training and new skills training that will meet the learning needs of Customer Care Advisors (CCAs), Coaches, Managers, etc., ensuring an effective mix of functional and behavioural training.
  • Working with subject matter experts (SME) to ensure program content is accurate and reflects current processes.
  • Identifying ways to leverage internal resources to improve efficiencies. This includes using ‘in field’ employees to leverage best practices, skills and knowledge.
  • Ensuring all digital learning deliverables meet the bank technology standards and accessibility requirements.

Maintain CBCC training materials and content by:

  • Performing regular reviews to identify and complete updates to existing training materials.
  • Working with appropriate areas to ensure that all materials continuously meet business line, industry and regulatory standards.
  • Reviewing, revising and curating existing learning content for new hire training and new skills
  • training for existing employees to ensure consistency and accuracy of information.
  • Reviewing program content and delivery feedback from CBCC facilitation teams and other stakeholders and implementing updates as appropriate.

Support end-to-end project cycle for learning projects by:

  • Independently managing small to mid-sized learning projects from analysis to implementation.
  • Defining the learning project scope & charter, conducting a needs assessment, determining learning objectives, and recommending solutions
  • Creating, owning and driving the learning project plan, including work back schedule, communication, and logistics
  • Being able to act responsively in a work environment that has frequently changing priorities
  • Being directly involved in the development of training solutions for multiple initiatives/projects of varying degrees of complexity that are managed concurrently and/or are required within short timeframes.

Complete successful implementation of learning projects by:

  • Following established CBCC operational standards and processes in the intake, design and sustainment of learning solutions.
  • Coordinating/executing the logistics of the training plan, including scheduling, printing, translation, etc.
  • Planning for, scheduling and working closely with facilitation teams to support effective train-the- trainer sessions and successful deliveries.
  • Supporting the administration of learning offerings on the enterprise learning management system (setting up, loading, testing, assigning, and reporting).
  • Ensuring that a sustainment/maintenance strategy has been planned for and is put in place.
  • Actively collaborating with the National Operations team to collect feedback and based on the outcome assessment, recommend ways for continuous improvement in learning and performance.

Education/Work Experience/Designations/Required Skills:

  • Demonstrated knowledge of adult learning principles and a variety of design and development principles and methodologies
  • Fluent in both French and English
  • Practical and theoretical knowledge in designing and developing eLearning and digital learning solutions using industry standard authoring tools (Storyline and Captivate preferred)
  • Demonstrated thorough knowledge of developing storyboards for creation of eLearning programs
  • Strong technical writing skills, with ability effectively communicate technical information clearly and simply to non-technical audiences
  • Strong verbal communication skills
  • Strong expertise in MS Word, Excel, PowerPoint


Work %100 remotely from home. 


The incumbent must have a strong understanding of learning design and current technology industry practices, to be able to advise the business on current solutions and to support the design and development of those solutions.

The incumbent must be resourceful, collaborative, a strong communicator and organized. They must demonstrate the ability to manage multiple projects at once, work effectively with internal stakeholders across business lines and manage external vendor relationships and project plans.

The incumbent must be able to build multiple and highly productive working relationships and look for partnership opportunities where training can be leveraged across business lines within Canadian Banking Contact Centres.



Location(s):  Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Canada : Ontario : Scarborough 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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