Content Design Specialist

: Content Design Specialist – Turbo

Business: Turbo Cross Sell

Function / Department: Training & Content

Job Purpose:

Responsible for designing, developing, and managing engaging, scalable, and technology-enabled training content for Turbo's frontline teams. The role focuses on sales content, instructional design, digital learning, AI-enabled knowledge solutions, and continuous content improvement to strengthen product knowledge, sales effectiveness, and process adherence.

Key Responsibilities:

Training Content Development: Develop and maintain sales scripts, lesson plans, ILT modules, assessments, trainer guides, and product-specific training content for frontline teams.

Digital Learning & Instructional Design: Design interactive e-learning modules, microlearning bytes, gamified learning activities, simulations, and visual learning aids using instructional design principles and tools such as Articulate Storyline 360.

Sales Scripts & Content Management: Create and revise product and process scripts, including bot scripts, incorporating product updates, operational requirements, and Quality feedback.

AI & Digital Learning Solutions: Support AI-enabled knowledge platforms, along with conversational bot initiatives through content development, scenario validation, UAT, and continuous improvement.

Stakeholder Coordination: Collaborate with Product, Operations, Training, Quality, and Technology teams to gather requirements, validate content, incorporate feedback, and ensure timely delivery.

Content Quality & Governance: Conduct periodic reviews of scripts, lesson plans, modules, and assessments to ensure accuracy, consistency, compliance, version control, and adherence to quality standards.

Learning Repository & Innovation: Develop and maintain centralized digital learning resources, visual references, and microlearning interventions to enable easy access to knowledge.

Training Effectiveness: Identify learning gaps through stakeholder feedback, call listening, and quality observations, and develop targeted learning interventions to improve knowledge retention and frontline performance.

Experience:

• · 4–6 years of relevant experience in instructional design, training content development, digital learning, or learning and development.
• · Experience in banking, financial services, contact-centre training, sales enablement, or frontline capability development is desirable.
• · Hands-on experience in developing training scripts, lesson plans, assessments, digital learning modules, and product/process training materials.
• · Practical exposure to e-learning authoring tools, particularly Articulate Storyline 360, and digital content-development technologies.
• · Experience with AI-enabled knowledge systems, conversational bots, HTML-based learning solutions, or digital knowledge repositories is an advantage.

Core Competencies and Skills:

• Instructional design and learning experience design.
• Training content strategy, development, and governance.
• Banking product and process content interpretation.
• Sales scriptwriting and customer-conversation design.
• Digital learning development and gamification.
• Assessment design and scenario-based learning.
• AI-enabled learning and knowledge-management solutions.
• Content quality assurance and version control.
• Stakeholder engagement and cross-functional coordination.
• Project planning, prioritization, and deadline management.
• Strong written communication, editing, visual storytelling, and attention to detail.
• Continuous improvement, problem-solving, and technology adoption.