FBS (Mexico) - Learning Experience Designer

Job Summary

WORKPLACE: REMOTE 

About the Role

The Learning Experience Designer will design, develop, and evaluate learning solutions that improve employee capabilities, operational performance, and business results across Farmers.

Our CAS Training Design team is building a modern learning ecosystem that embeds learning directly into everyday work, helping employees access the knowledge and resources they need to perform at their best. The team supports frontline contact center operations, back-office functions, and the leaders who guide them, using innovative learning approaches and technology to improve performance, retention, and growth.

In this role, you will work closely with business leaders, supervisors, team coaches, and subject matter experts to understand operational challenges and develop practical learning solutions. You will observe employees in their work environment, identify performance gaps, and translate those insights into effective training materials and performance support resources.

The ideal candidate has strong instructional design fundamentals, experience developing training for back-office, non-phone, or vendor-facing teams, and the ability to work independently while building strong relationships with operational teams at an FBS hub

Essential Job Functions

• Design, develop, and evaluate learning experiences from initial needs analysis through implementation and measurement.
• Create training materials for back-office, non-phone, and vendor-facing teams, including e-learning, instructor-led training, virtual sessions, videos, job aids, and performance support resources.
• Partner with business leaders, supervisors, team coaches, and subject matter experts to understand operational workflows and learning needs.
• Conduct on-site observations, job shadowing, and side-by-side assessments to understand how employees perform their work and identify opportunities for improvement.
• Translate observations and business requirements into practical learning solutions that support real-world performance.
• Recommend the most appropriate learning format based on business objectives, audience needs, complexity, timelines, and available resources.
• Support the adoption of new tools, processes, and ways of working through learning materials and change support initiatives.
• Collaborate with supervisors and team coaches to embed learning into daily workflows and reinforce employee capabilities.
• Apply adult learning principles and instructional design methodologies to develop engaging, effective, and accessible learning experiences.
• Use learning technologies and AI-enabled tools to improve content development and delivery.
• Evaluate learning effectiveness and identify opportunities to improve training materials, employee performance, and business outcomes.
• Maintain consistent instructional design standards and quality across all learning deliverables.
• Work independently at an FBS hub while maintaining alignment with the broader CAS Training Design team, established standards, and quality expectations.
• Share instructional design knowledge and best practices with subject matter experts and business partners to strengthen learning capabilities across the organization.

Experience Requirements

• Experience in instructional design, learning experience design, training development, or a related field.
• Strong instructional design fundamentals and knowledge of adult learning principles.
• Experience designing and developing learning solutions for operational teams, particularly back-office, non-phone, or vendor-facing environments.
• Experience conducting needs analysis, identifying performance gaps, and translating business requirements into learning solutions.
• Experience developing learning materials such as e-learning, instructor-led training, videos, job aids, and performance support resources.
• Ability to conduct job shadowing, observe employees in their work environment, and use findings to improve learning solutions.
• Strong stakeholder management and communication skills, with the ability to build effective relationships with supervisors, team coaches, and subject matter experts.
• Ability to work independently, manage priorities, and deliver high-quality work while collaborating with a broader team.
• Fluent English, with the ability to communicate effectively with international stakeholders.
• Familiarity with learning technologies and digital content development tools.
• Experience supporting change management, process adoption, or operational transformation is a plus.
• Bachelor's degree preferred in Instructional Design, Learning Design, Adult Learning, Educational Technology, Human-Centered Design, Learning Analytics, or a related field.
• Knowledge of accessibility standards, Universal Design for Learning, performance improvement, service design, or technical documentation is an advantage.

Additional Qualification