Instructional Designer, Insurance Services

This position partners closely with Claims, Customer Service, and Subject Matter Experts (SMEs) to translate standard operating procedures, workflows, policies, and best practices into clear, accessible learning experiences. Success is measured by quality of file handling, appropriate subject matter expertise, agent readiness, reduced errors, higher customer satisfaction, and strong adoption of processes and tools.

• Conduct training needs assessments and gap analyses in collaboration with Claims and Service leaders/SMEs to identify skill, knowledge, and performance requirements
• Design and develop comprehensive training curricula and content across multiple modalities, including eLearning modules, instructor-led/virtual instructor-led training (ILT/VILT), microlearning, videos, simulations, job aids, quick-reference guides, workbooks, knowledge base articles, and blended learning programs
• Apply adult learning principles, various learning styles (visual, auditory, reading/writing, kinesthetic/VARK model), and instructional design methodologies (e.g., ADDIE, SAM, Bloom’s Taxonomy) to create inclusive, engaging, and effective materials that accommodate diverse learner preferences and drive behavior change
• Ensure all content accurately reflects and integrates with our claims management systems, CRM, service platforms, workflows, compliance requirements, and operational tools to make training immediately applicable and impactful on the job
• Collaborate with SMEs and stakeholders to gather accurate information, validate content, incorporate feedback, and maintain version control and governance of training assets and knowledge resources
• Evaluate training efficacy using assessments, feedback, learner analytics, performance metrics (e.g., quality scores, handle time, first-contact resolution, claims accuracy), iterate based on data and business results
• Support change management by creating rollout communications, reinforcement materials, leader toolkits, and just-in-time resources for process/system updates, new products, or regulatory changes

• Bachelor’s Degree in Instructional Design, Education, Curriculum Development, Adult Learning, Communications, Human Resources, or a related field, or equivalent practical experience
• 5 years of experience designing and developing training content/curriculum, preferably for insurance claims/policies, call centers or similar customer facing teams
• Strong knowledge of adult learning theories, instructional design principles/methodologies (e.g., ADDIE, SAM), and multiple learning styles, with proven ability to create content that matches diverse learner needs and organizational systems
• Hands-on experience with eLearning authoring tools (e.g., Articulate Storyline/Rise 360, Adobe Captivate), multimedia/video tools, Microsoft Office/Google Workspace, and Learning Management Systems (LMS)
• Experience in insurance claims handling, customer service operations, call centers, or related regulated industries preferred
• Familiarity with process mapping, knowledge management platforms (e.g., Confluence, SharePoint), and integrating training directly with operational tools/workflows
• Background creating content tied to business KPIs (quality, efficiency, customer experience, compliance, time-to-proficiency) and supporting change management or system rollouts

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program