The Customer Experience (CX) Curriculum Development Specialist designs and develops structured training curricula and learning content that support frontline contact center performance. This role translates product, benefit, operational, and regulatory requirements into effective learning solutions across multiple modalities, including instructor-led training, eLearning, and performance support tools. Working cross-functionally with Customer Experience, Operations, and business stakeholders, the role ensures training content is accurate, scalable, and aligned with business processes, quality standards, and performance objectives.

Job Duties/Responsibilities:

• Develop and maintain training curricula and learning content for customer-facing employees
• Translate Medicare, product, benefit, and operational concepts into structured, actionable training materials
• Design learning solutions across multiple modalities (e.g., ILT, vILT, eLearning, performance support tools)
• Create scenario-based training that supports real-world application and frontline performance
• Write and maintain internal communications related to training, including announcements, updates, and reminders
• Partner with CX Operations, Product, Sales, and other stakeholders to gather requirements and validate content accuracy
• Continuously update and improve training materials to reflect process, regulatory, and business changes
• Incorporate feedback from quality, leadership, and learner performance data to improve training effectiveness
• Identify training needs and support closing knowledge gaps through targeted learning solutions
• Manage multiple content development projects, ensuring timely and high-quality delivery
• Support development of annual and regulatory training (e.g., Medicare/AEP readiness)

Job Requirements:

Experience:

• 5+ years of experience in curriculum development, instructional design, or learning content development
• Experience in Medicare, Medicare Advantage, or a regulated healthcare/health plan environment
• Experience supporting customer experience or contact center operations
• Demonstrated experience developing structured training programs for adult learners

• Preferred:

• Experience developing training across multiple delivery formats (eLearning, ILT/vILT, performance support)

• Experience working with learning technologies (e.g., LMS, content authoring tools)

Education:
• Required: Bachelor's degree in Education, Curriculum Development, Instructional Design, Healthcare Administration, Communications, or a related field.

Specialized Skills:
• Required:

• Strong writing, editing, and content development skills
• Knowledge of adult learning principles and instructional design methodologies
• Ability to structure content into clear, logical formats
• Strong attention to detail with focus on accuracy and clarity
• Ability to translate business processes into effective, scenario-based learning

• Preferred:

• Strong communication and stakeholder collaboration skills
• Problem-solving and critical thinking capabilities
• Ability to manage multiple priorities and work independently
• Familiarity with content development and learning technologies (e.g., Articulate, LMS platforms)

Licensure:
• Required: None
• Preferred:

Other:
• Required: None

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $64,384.00 - $96,577.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.