Instructional Designer - Customer Care Salesforce Training (Hybrid)

Job Summary Business Title: Instructional Designer - Customer Care Salesforce Training Looking for a role where your expertise matters? As an Instructional Designer at Insulet, you'll contribute to transformative work, enjoy a flexible and inclusive culture, and make a real, daily difference for our global Podder community. We are looking for an excellent learning professional with experience training Salesforce Lightning, ideally for Customer Care teams in a fast-paced corporate setting. This position requires staying current with Customer Care agent processes-including markets, products, and channels-to ensure training materials remain accurate, relevant and aligned to operational realities. The specialist will design, build and maintain engaging Salesforce learning content, including simulations, videos, and eLearning modules, applying adult learning principles and established instructional design practices.

Responsibilities

• Support the development and management of Salesforce Lightning training programs for employees in the Contact Centre organisation (external and internal). This includes delivering training to Trainers and other teams as required on all Salesforce enhancements and updates, facilitating exceptional standards of quality, service and product training to our vendor employees.
• Coordinate with Insulet IT teams and Vendor Training teams to ensure Salesforce training environments are maintained and updated.
• Manage the Salesforce training environments, including specialist personas, trainee accounts, and test customer accounts set up to practice specific tasks.
• Apply interaction design and interactive learning principles to instructional solutions for adult learners.
• Work collaboratively with subject matter experts and key stakeholders to develop learning objectives for all programs.
• Deliver high impact training virtually online and/or in person.

Skills

• Strong background in Order Management, Order to Cash, Customer Care Operations, or Business Process Ownership.
• Proven experience leading cross functional launch or implementation projects.
• Expertise in process design, optimisation, and standardisation.
• Ability to translate complex business requirements into clear, scalable operational processes.
• Analytical mindset with the ability to identify root causes, assess risks, and propose data driven solutions.
• Experience working in fast paced, high growth, or multi market environments is highly desirable.

Education & Experience

• Bachelor's Degree in related field and/or equivalent combination of education and experience.
• Formal training in Instructional Design, job aid design, adult learning theory, delivery systems and evaluation techniques is a plus.
• Demonstrated experience designing and developing adult learning programs.
• Familiar with the use and administration of Learning Management Systems.
• Experience in managing and delivering a wide range of training (technical and soft skills) to a large variety of different employee groups.
• Working knowledge of Instructional Design Models and Adult Learning Theories e.g. ADDIE, Bloom's Taxonomy etc.

Benefits

• Hybrid role based out of our London office in Hammersmith or Lisbon.

Equal Opportunity Employer Statement

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.