Sr Contact Center Performance Development Designer - Remote

Join the People Helping People

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

Basic Function

The Senior CC performance Development Designer is responsible for designing, developing, and continuously enhancing innovative learning solutions that improve employee performance, drive business results, and support organizational growth. This role specializes in creating engaging microlearning modules, business simulations, scenario-based cases, learning journeys, and development programs that build critical skills across the Contact Center organization.

The Senior Designer partners with operational leaders, subject matter experts, talent development teams, and strategic stakeholders to identify performance gaps and create scalable learning experiences that accelerate employee capability, improve customer outcomes, and support strategic business objectives. The role applies adult learning principles, instructional design methodologies, and modern learning technologies to deliver measurable performance improvement. Industry-standard instructional design practices include needs assessment, learning experience design, development, implementation, evaluation, storyboarding, rapid prototyping, and measurement of learning effectiveness.

Essential Functions & Responsibilities

Learning Strategy & Design

• • Design and develop innovative learning solutions that support business initiatives, operational excellence, employee development, and performance improvement.
  • Create micro-learning modules, digital learning assets, performance support tools, job aids, videos, interactive activities, and blended learning experiences.
  • Develop scenario-based learning, customer service simulations, role-play exercises, case studies, and experiential learning activities that reflect real business challenges.
  • Translate complex operational processes into engaging and learner-centered content.
  • Apply adult learning principles and instructional design methodologies, including ADDIE, rapid prototyping, and learner-centered design approaches.

Program Development

• • Lead the design and development of enterprise-wide learning programs supporting onboarding, career development, leadership development, performance improvement, product knowledge, compliance, and business transformation initiatives.
  • Build comprehensive learning paths and curriculum frameworks that align with employee career progression and business goals.
  • Ensure learning solutions support desired behavioral and performance outcomes.

Performance Consulting

• • Conduct training needs analyses and performance gap assessments.
  • Partner with business leaders to identify root causes of performance challenges and recommend learning and non-learning solutions.
  • Consult with stakeholders to define measurable learning objectives and success metrics.
  • Align learning solutions with strategic business priorities and organizational goals.

Content Development & Technology

• • Design storyboards, wireframes, prototypes, and learner experiences for digital delivery.
  • Utilize authoring tools, learning management systems, video creation software, graphic design applications, and emerging learning technologies.
  • Maintain learning assets and ensure content remains current, accurate, and effective.
  • Explore innovative learning tools, AI-enabled learning solutions, and emerging instructional technologies to enhance learner engagement.

Measurement & Continuous Improvement

• • Evaluate program effectiveness using learner feedback, performance metrics, business results, and operational KPIs.
  • Analyze learning data to identify opportunities for improvement and optimization.
  • Continuously enhance learning experiences based on participant performance trends and business needs.
  • Develop reporting mechanisms that demonstrate learning impact and return on investment.

Collaboration & Leadership

• • Partner with operations leaders, workforce management, quality, recruiting, employee development, and other business stakeholders.
  • Provide coaching and guidance to instructional designers and project team members.
  • Lead learning projects from concept through implementation.
  • Serve as a subject matter expert in instructional design best practices and learning experience design.
• Perform other duties as assigned.

Physical Demands

• • While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
  • Specific vision abilities required by this job include close vision
  • Ability to occasionally lift/move up to 25 pounds
  • Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Position Specifications

Education

• • High School Diploma or G.E.D. required.
  • Degree in Instructional Design, Education, Training and Development, or a related field preferred
  • Certification in instructional design or related field is a plus.

Experience

• • Minimum three (3) years customer service required; preferably in the credit card/bill pay/branch services/lending industry.
  • Strong design experience required.
  • Proven experience in designing curriculum, preferably within an operational or corporate setting.

Knowledge, Skills, & Abilities

• • Good verbal communication skills.
  • Strong written skills.
  • Analytical and problem-solving abilities.
  • Ability to work independently and collaboratively in a diverse environment.
  • Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
  • Demonstrated excellent analytical and quantitative skills
  • Strong understanding of adult learning principles and instructional design methodologies.
  • Proficiency in e-learning authoring or gaming tools (e.g., Articulate, Captivate or Lemonade)
  • Excellent project management skills with the ability to manage multiple projects simultaneously.

About Velera

At Velera, inclusion isn’t an initiative - it’s how we work. Guided by a people-helping-people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote-first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity

The anticipated hiring range for this position is typically between the minimum and midpoint of the posted salary range; however, actual compensation may vary based on a variety of factors, including relevant experience, skills and qualifications, education, internal equity, and overall business and budget considerations. Velera is committed to providing competitive compensation that reflects both individual role and responsibilities, individual performance, and market.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.