Learning & Documentation Specialist

Job Description

We’re looking for a Learning & Documentation Specialist who will design, develop and deliver effective learning experiences that build capability across our Vitality Concierge and Digital Desk teams. You’ll apply adult-learning principles and modern instructional design to help our people master digital tools, elevate customer experience, and drive operational excellence. A core part of this role is owning the creation, maintenance, and continuous improvement of operational procedures and documentation. You’ll ensure teams have accurate, accessible, and up to date guidance that supports consistency, confidence, and performance in a fast evolving environment. This role is a key contributor to the learning strategy within Insurance Operations and plays a visible part in enabling performance at scale. Position Responsibilities: Instructional Design & Content Development Design blended learning (eLearning, microlearning, video, simulations) using ADDIE/SAM and adult learning practices. Develop high-quality learning materials including storyboards, facilitator/participant guides, job aids, and performance support tools. Maintain and refresh learning content to ensure accuracy, consistency, and alignment with operational changes. Leverage tools such as Articulate Rise, Camtasia, Canva, and Adobe InDesign (or equivalents). Knowledge Management & Documentation Create, update and maintain operations procedures, process guides, and best-practice documentation that reinforce learning and enable just-in-time performance support. Collaborate with SMEs, leaders, and frontline teams to validate accuracy and incorporate updates quickly and effectively. Facilitation & Enablement Facilitate engaging virtual and in-person learning for frontline and specialist audiences, coach learners through application and transfer. Support onboarding programs and mentorship activities to accelerate time-to-proficiency. Performance Consulting & Analysis Partner with leaders and SMEs to diagnose skill gaps, define success criteria, and recommend learning solutions that address real performance needs. Conduct needs analysis and translates business objectives into clear learning outcomes and capability roadmaps. Measurement & Continuous Improvement Evaluate learning effectiveness (e.g. application, performance, QA impact) and iterate for continuous improvement. Share insights and recommendations to strengthen learning impact and operational outcomes Required Qualifications: 2 years in Learning & Development, instructional design, facilitation, or a related adult‑education role (corporate or similar). Demonstrated experience applying adult‑learning principles to design and deliver effective learning. Hands‑on experience with eLearning and media tools (e.g., Articulate Storyline/Rise, Camtasia; Adobe InDesign/Canva or similar). Ability to simplify complex topics and create clear, learner‑centered materials for diverse audiences. Strong planning, prioritization, and stakeholder managem

Required Skills