Instructional Designer Advisor

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Global Learning Services teams focus on executing system data maintenance and administrative activities in Cornerstone as well as providing effective, applicable, and attractive Learning experiences to support our customers’ core business. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensuring end-to-end process completion in line with customer-focused principles to ensure the Roche People Practices work for the business.

Your Opportunity

The responsibilities for this role include:

• Regarding Instructional Design

• Analyze learning needs and partner with internal customers to provide input for course content.

• Plan, organize, and develop training content to meet specific training needs.

• Use authoring tools and software to create e-content from scratch and modify existing e-content.

• Focus on high-quality, well-functioning eLearning courses

• Identify and troubleshoot reported issues prior to escalation to Tier 3 / IT support.

• Assist with the implementation and further evaluation of course content

• Work on more complex assignments and issues; serves as an expert in eLearning trends

• Regarding Customer Engagement

• Provide customer service on eLearning-related activities, such as inquiry resolution, request management, and troubleshooting.

• Support the Global Learning Center of Excellence and our business customers with system maintenance and project activities.

• Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of new ways of learning.

• Actively participate in the development and implementation of Roche Learning continuous improvement initiatives

• Actively participate in workshops, meetings, and work-related team events

• Provide guidance and advisory to the learning community at all levels.

• Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentation (SWIs, SOP, GWIs).

• Support quality control processes and improvement initiatives arising out of them

• Ensure consistent and reliable service delivery for customers serviced.

• Regarding Operations

• Excellent knowledge of Learning and Servicing tools specifically eLearning related as well as contributing process superuser activities, such as community participation, info sharing, issue escalation, and training delivery

• Participating in and partially leading project activities as required

• Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations.

• Implement processes and initiatives to ensure continuous improvement as well as service enhancement.

• Align service delivery and quality with overarching objectives of the global HR

• Support Solutions organization.

• Manage service quality expectations and address customer concerns

• Ensure end-to-end ownership of resolution

• Ensure operations according to defined KPIs and SLAs.

• Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way.

• Provide on-time and predictable delivery with all content projects

• Regarding Cross-Functional Collaboration

• Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.

• Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.

• Achieve our People Support Solutions vision by drivin