Instructional Designer (Bilingual English/Spanish)

Instructional Designer

Location: Mexico | Remote

About Percepta

At Percepta, we deliver world-class customer experiences for some of the world's most recognized brands. Our people are at the center of everything we do, and we are committed to creating innovative learning solutions that empower employees to perform at their best.

We are looking for a creative, analytical, and results-driven Instructional Designer to join our Learning & Development team. In this role, you will partner with internal stakeholders and clients to design engaging, effective, and performance-focused learning experiences that drive business results.

What You'll Do

As an Instructional Designer, you will analyze learning needs, design impactful training solutions, and develop engaging learning experiences for both new and existing employees. Using instructional design best practices and adult learning principles, you will create innovative content that improves performance, enhances knowledge retention, and supports operational success.

Key Responsibilities

Learning Design & Development (60%)

• Design and develop learning objectives, curricula, and training outcomes aligned with business goals.
• Create and maintain engaging learning materials for new hire, cross-training, upskilling, and continuous learning programs.
• Develop instructor-led, virtual, self-paced, and eLearning solutions using modern instructional design methodologies, including ADDIE.
• Apply adult learning principles to select the most effective learning delivery methods.
• Design and develop facilitator guides, participant materials, job aids, knowledge articles, and performance support resources.
• Create interactive learning activities such as simulations, case studies, role plays, scenarios, and gamified exercises.
• Develop and facilitate Train-the-Trainer (TTT) sessions.
• Utilize authoring tools and multimedia technologies to create engaging digital learning experiences.
• Maintain content repositories and learning assets in shared platforms such as SharePoint.

Project & Stakeholder Management (20%)

• Collaborate with internal and external clients to identify training and performance improvement needs.
• Build project plans, timelines, and development roadmaps to ensure successful delivery.
• Lead project meetings and provide regular status updates to stakeholders.
• Identify risks, recommend mitigation strategies, and ensure projects remain on schedule.
• Conduct post-implementation reviews and incorporate feedback to continuously improve learning solutions.

Learning Analysis & Evaluation (20%)

• Conduct Front-End Analysis (FEA) to identify learning gaps, performance challenges, and development opportunities.
• Analyze operational performance metrics to determine training effectiveness.
• Develop targeted learning interventions and action plans for individuals and teams.
• Measure training outcomes using established evaluation models, such as Kirkpatrick and Gagné methodologies.
• Continuously evaluate and enhance learning programs based on business results and learner feedback.

What We're Looking For

Required Qualifications

• Bachelor's Degree in Instructional Design, Education, Learning & Development, Adult Learning, Graphic Design, Communications, or a related field, or an equivalent combination of education and experience.
• Minimum of 3 years of experience in Learning & Development, Training Design, or Curriculum Development.
• Experience designing and developing instructor-led and eLearning programs.
• Strong project management, organizational, and stakeholder management skills.
• Excellent written, verbal, presentation, and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple projects and thrive in a fast-paced environment.
• Advanced proficiency in Microsoft Office Suite (PowerPoint, Excel, Word, Outlook).
• Must live in Mexico City or the metropolitan area 
• Applications from states other than Mexico City will not be considered

Preferred Qualifications

• 1–3 years of experience specifically in Instructional Design.
• Contact Center, Customer Experience, or BPO industry experience.
• Instructional Design certifications.
• Experience with authoring tools such as:
  • Articulate Storyline 360
  • Adobe Captivate
  • Camtasia
  • Photoshop or other visual design tools
• Experience applying instructional design frameworks and evaluation models such as:
  • ADDIE
  • Kirkpatrick
  • Gagné's Nine Events of Instruction

Success in This Role

You are:

• Creative and innovative.
• Detail-oriented and quality-focused.
• Customer-centric and collaborative.
• Comfortable working independently and within cross-functional teams.
• Adaptable and able to deliver high-quality work under tight deadlines.
• Passionate about learning, development, and continuous improvement.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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