What To Expect
Tesla Insurance is seeking a creative and strategic Instructional Designer to develop high-impact learning content and resources that support our Claims and Service teams. In this role, you will design, create, and continuously improve training materials and programs that align with our systems, processes, and business goals. You will apply expertise in diverse learning styles and instructional design principles to produce engaging, practical, and measurable content that boosts team performance, ensures consistency, accelerates onboarding, and drives service excellence and claims efficiency.
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.
What You'll Do
Conduct training needs assessments and gap analyses in collaboration with Claims and Service leaders/SMEs to identify skill, knowledge, and performance requirementsDesign 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 programsApply 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 changeEnsure 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 jobCollaborate with SMEs and stakeholders to gather accurate information, validate content, incorporate feedback, and maintain version control and governance of training assets and knowledge resourcesEvaluate 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 resultsSupport change management by creating rollout communications, reinforcement materials, leader toolkits, and just-in-time resources for process/system updates, new products, or regulatory changes
What You'll Bring
Bachelor’s Degree in Instructional Design, Education, Curriculum Development, Adult Learning, Communications, Human Resources, or a related field, or equivalent practical experience5+ years of experience designing and developing training content/curriculum, preferably for insurance claims/policies, call centers or similar customer facing teamsStrong 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 systemsHands-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 preferredFamiliarity with process mapping, knowledge management platforms (e.g., Confluence, SharePoint), and integrating training directly with operational tools/workflowsBackground creating content tied to business KPIs (quality, efficiency, customer experience, compliance, time-to-proficiency) and supporting change management or system rollouts
, Tesla
