Tech Project Consultant - Senior Instructional Designer

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Senior Instructional Designer role strengthens ITSS L&D's ability to meet increasing business demand for faster, broader, and more scalable training solutions. With the majority of current programs still instructor-led, this role will help modernize learning design by converting appropriate content into blended, digital, and self-paced formats while maintaining instructional quality. Sr. Instructional Designers will apply learning science, adult learning principles, performance-based design, and emerging learning technologies to create training programs that are effective, measurable, and easier to scale across ITSS. They will also serve as design mentors to Content Developers, helping bridge the gap between content authoring and true learning design.

Business Impact

Adding Sr. Instructional Designers will improve ITSS's ability to respond to business training needs with quicker turnaround times, expanded training coverage, and more consistent learner experiences. The role enables the team to move beyond instructor-led delivery as the default approach and create fit-for-purpose learning solutions such as eLearning, microlearning, simulations, job aids, and blended programs. This increases training capacity without relying solely on live facilitation, supports faster readiness for new tools, processes, and service changes, and improves the quality and consistency of knowledge transfer across ITSS teams. By embedding solid instructional design practices, the role also helps ensure that training is aligned to business outcomes, role expectations, and measurable performance improvement.

Financial Impact

The Sr. Instructional Designer role helps reduce long-term training delivery costs by shifting suitable programs from repeat instructor-led sessions to scalable digital or blended learning assets. This reduces dependency on facilitator time, minimizes repeated delivery effort, and allows training to reach more learners without a proportional increase in staffing or classroom hours. Improved design quality also reduces rework, shortens development cycles through reusable templates and structured design standards, and supports better learner performance by improving retention and application on the job. Over time, this contributes to cost avoidance through faster speed to proficiency, reduced operational disruption, improved consistency, and more efficient use of L&D resources. Industry guidance from ATD also reinforces that instructional design now requires broader capabilities in business acumen, learning science, consultative design, and technology expertise, which aligns to the need for this senior role.

Primary Responsibilities:

• Lead the instructional design strategy for complex or high-priority ITSS learning programs using learning science and business outcome alignment
• Manage end-to-end learning design projects, including scoping, timelines, SME engagement, deliverables, reviews, and quality standards.
• Design and develop blended learning solutions, including eLearning, ILT/VILT, microlearning, simulations, assessments, and performance support
• Mentor Content Developers and less experienced Instructional Designers on instructional design practices, design thinking, and learning quality standards
• Partner with stakeholders to evaluate learning effectiveness, identify continuous improvement opportunities, and ensure training supports measurable performance improvement
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Projects and initiatives supported:

• Modernization of ITSS instructor-led training programs into blended, digital, and scalable learning models
• Design standards, templates, and quality frameworks for ITSS learning programs
• New hire, upskilling, process change, tool change, and role-based readiness programs across ITSS
• Knowledge-to-learning conversion initiatives, including transformation of knowledge content into structured learning assets
• Learning technology and AI-enabled design initiatives that improve speed, consistency, and effectiveness of training development

Required Qualifications:

• 4+ years of instructional design, learning design, curriculum development, or equivalent L&D experience
• Experience developing blended learning, eLearning, virtual instructor-led training, instructor-led training, simulations, assessments, job aids, and microlearning
• Experience using learning authoring tools, LMS platforms, collaboration tools, learning evaluation methods, and learning analytics to measure effectiveness and inform continuous improvement
• Solid knowledge of adult learning principles, learning science, ADDIE/SAM or similar design methodologies, and performance-based learning design
• Solid stakeholder management, facilitation, consultation, writing, storyboarding, quality review, and project management skills
• AI skills:
  • Ability to apply AI tools to accelerate content analysis, curriculum mapping, storyboarding, drafting, knowledge checks, simulations, scenario writing, and rapid prototyping
  • Solid prompt-writing skills and the ability to validate, refine, and quality-check AI-assisted learning outputs.
  • Understanding of responsible AI use, including accuracy checks, data sensitivity, bias awareness, and appropriate human review
  • Ability to identify practical AI use cases that improve learning design efficiency, learner personalization, and content scalability

Preferred Qualifications:

• ID certification, degree in Instructional Systems Design, Instructional Design, Learning Design, Education Technology, or a related field
• Experience, industry background, or domain expertise
• Experience in instructional design, learning experience design, curriculum development, or corporate L&D within a technology, operations, customer support, or shared services environment
• IT Helpdesk, IT Support Services, technical support, service desk, or contact center training experience
• Experience designing learning for technical processes, tools, systems, workflows, quality expectations, and role-based performance outcomes
• Background working with SMEs, operations leaders, QA teams, and content developers to translate complex information into structured learning experiences

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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