Sr Contact Center Performance Development Designer (Fintech)

Location: Remote-USA

Salary range: $60,500.00–$93,700.00 annually; anticipated hiring range typically falls between the minimum and midpoint.

Company

hirify.global is a payments credit union service organization and integrated fintech solutions provider serving more than 4,000 financial institutions across North America.

What you will do

• Design and continuously enhance microlearning modules, digital learning assets, job aids, videos, simulations, role-play exercises, case studies, and blended learning experiences.
• Lead enterprise-wide learning programs for onboarding, career development, leadership development, performance improvement, product knowledge, compliance, and business transformation.
• Conduct training needs analyses and performance gap assessments, identify root causes, and recommend learning and non-learning solutions.
• Create learning paths, curriculum frameworks, storyboards, wireframes, prototypes, and learner experiences for digital delivery.
• Evaluate learning effectiveness using feedback, performance metrics, business results, and operational KPIs, then optimize programs based on the findings.
• Partner with operations, workforce management, quality, recruiting, employee development, subject matter experts, and business leaders while guiding instructional designers and project team members.

Requirements

• High school diploma or GED required; a degree in instructional design, education, training and development, or a related field is preferred.
• At least three years of customer service experience required, preferably in credit card, bill pay, branch services, or lending.
• Strong experience designing curricula and learning solutions in an operational or corporate setting.
• Strong understanding of adult learning principles and instructional design methodologies, including ADDIE, rapid prototyping, and learner-centered design.
• Proficiency with e-learning authoring or gaming tools such as Articulate, Captivate, or Lemonade.
• Strong communication, analytical, problem-solving, project management, collaboration, and prioritization skills.

Nice to have

• Degree or certification in instructional design or a related field.
• Experience in the credit card, bill pay, branch services, or lending industry.

Culture & Benefits

• Remote-first and flexible work environment focused on inclusion, psychological safety, wellbeing, and belonging.
• Medical coverage with telemedicine, dental and vision insurance, life insurance, disability insurance, and supplemental insurance.
• Paid time off, 12 paid holidays, parental and family care leave, and community volunteer time off.
• 401(k) with employer match, HSA contributions, FSA, tuition reimbursement, wellness program, and employee assistance program.
• This role is not eligible for visa sponsorship.