Content Designer - Training and Knowledge

📍 Job Overview

Job Title: Content Designer - Training and Knowledge

Company: IG Group

Location: Bangalore, India

Job Type: Full time

Category: Learning & Development / Operations Enablement

Date Posted: 2026-07-30

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Design and develop comprehensive training materials and knowledge resources to support a scaling Customer Experience (CX) operation within a leading FTSE 100 fintech company.

• Collaborate closely with operational stakeholders and subject matter experts (SMEs) to ensure training content is accurate, relevant, and effectively addresses evolving business needs and complex operational challenges.

• Drive efficiency in onboarding and ongoing agent development by creating reusable, task-based content that reduces per-hire training time and reliance on informal knowledge transfer.

• Leverage a diverse technology stack including Miro, Claude, Easygenerator, LearnUpon, and SharePoint to build innovative and impactful learning solutions.

• Own the end-to-end content creation lifecycle, from initial needs analysis and content structuring through to delivery, evaluation, and continuous iteration, demonstrating strong project management capabilities.

📝 Enhancement Note: While the title is "Content Designer - Training and Knowledge," the responsibilities and context strongly align with an Instructional Designer role, particularly within a high-volume, rapidly changing operational environment. The emphasis on "task-based training," "job aids," "knowledge base articles," and "process content" for a "live CX operation" points to a role focused on enabling operational efficiency and agent performance through structured learning and knowledge management.

📈 Primary Responsibilities

• Design and build task-based training content tailored for a live Customer Experience (CX) complaints handling operation, encompassing digital courses, job aids, knowledge base articles, and process maps.

• Engage proactively with subject matter experts (SMEs) and operational stakeholders across multiple locations to gather input, validate content accuracy, and drive iterative improvements based on functional scaling and evolving requirements.

• Develop reusable and scalable content assets designed to significantly reduce per-hire training duration and minimize dependency on informal, on-the-job learning from experienced agents.

• Manage multiple design and development projects concurrently, effectively balancing the demand for speed with the imperative for high-quality, impactful learning solutions.

• Utilize and optimize the existing technology stack (Miro, Claude, Easygenerator, LearnUpon, SharePoint) to create the most effective and engaging learning experiences for diverse operational roles.

• Conduct thorough needs analysis to identify critical knowledge and skill gaps within the operational teams, informing the strategic direction of training content development.

• Ensure all developed content adheres to IG Group's brand guidelines, learning standards, and regulatory compliance requirements relevant to the financial services industry.

• Proactively seek feedback from operational teams and performance data to evaluate the effectiveness of training content and implement data-driven improvements.

📝 Enhancement Note: The primary responsibilities have been expanded to detail the full lifecycle of content design and development, emphasizing the 'hands-on design and build' aspect mentioned in the description. The inclusion of 'regulatory compliance' is a critical inference for a fintech company like IG Group, especially concerning customer complaints handling.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong foundation in learning theory and instructional design principles is essential, often gained through formal education (e.g., degrees in Education, Instructional Design, Human Resources, Communications) or equivalent professional experience.

Experience: 3–5 years of dedicated experience in instructional design or a closely related role, with a proven track record of developing effective learning solutions within complex organizational structures.

Required Skills:

• 3–5 years of experience in instructional design, demonstrating a solid grasp of learning theory (e.g., ADDIE, SAM, Bloom's Taxonomy) and effective content structuring methodologies.

• Hands-on experience in creating a diverse range of learning content, including digital courses, interactive modules, job aids, quick reference guides, and comprehensive process documentation.

• Exceptional writing and communication skills, with the demonstrated ability to translate complex operational procedures and technical information into clear, concise, and actionable content for various audiences and roles.

• Proven ability to thrive and deliver high-quality work in a fast-paced, dynamic operational environment where priorities may shift rapidly.

• Demonstrated self-direction and ownership in managing projects end-to-end, from initial needs analysis and design through to development, implementation, evaluation, and ongoing iteration.

• Experience effectively collaborating with and managing expectations of stakeholders across different geographical locations, time zones, and functional departments.

• Proficiency in utilizing a variety of authoring tools and collaboration platforms, specifically mentioning experience with Miro, Claude, Easygenerator, LearnUpon, and SharePoint. Preferred Skills:

• Experience within the fintech or financial services industry, with an understanding of regulatory environments and customer service best practices.

• Familiarity with learning management systems (LMS) administration and reporting functionalities beyond basic content delivery.

• Experience in knowledge management systems and best practices for organizing and disseminating organizational knowledge.

• Basic understanding of UX/UI principles as applied to digital learning interfaces.

• Experience with multimedia development (e.g., basic video editing, graphic design) to enhance learning materials.

📝 Enhancement Note: The required skills have been elaborated to include specific examples of learning theories and content types. Preferred skills have been added to provide a more comprehensive view of an ideal candidate, considering the industry and the nature of the role. The experience level "2-5" from the input data has been translated into "Mid-Level (2-5 years)" for clarity.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of instructional design projects, with a strong emphasis on content developed for operational environments (e.g., customer service, compliance, technical processes).

• Demonstrate a clear understanding of the ADDIE (Analysis, Design, Development, Implementation, Evaluation) or similar instructional design models applied in practical project scenarios.

• Include examples of task-based training, job aids, and knowledge base articles that highlight your ability to simplify complex information and improve user performance.

• Showcase projects where you managed the end-to-end design and build process, including needs analysis, SME collaboration, content development, and evaluation, ideally with quantifiable results.

• Evidence of building reusable content components or frameworks that contributed to training efficiency or scalability. Process Documentation:

• Examples of well-structured process documentation, such as process maps, standard operating procedures (SOPs), or workflow diagrams, that clearly articulate operational procedures.

• Demonstrations of how you have used process documentation to inform the design of training materials or knowledge base articles.

• Case studies detailing how your content design or process documentation initiatives led to measurable improvements in operational efficiency, accuracy, or agent performance.

• Documentation illustrating your approach to content version control, updates, and maintenance within a dynamic operational context.

📝 Enhancement Note: This section has been tailored to emphasize the practical application of instructional design principles within an operational context, focusing on tangible outputs like task-based training and job aids. The requirement for process documentation is crucial given the role's focus on a "live CX operation."

💵 Compensation & Benefits

Salary Range:

Given the location (Bangalore, India), experience level (3-5 years), and the industry (Fintech), a competitive salary range for a Content Designer/Instructional Designer would typically fall between ₹8,00,000 to ₹14,00,000 per annum. This estimate is based on industry benchmarks for mid-level roles in technology and financial services in major Indian metropolitan areas, considering the demand for specialized skills in learning and development.

Benefits:

• Tailored Development Programs: Access to structured learning and development initiatives designed to enhance instructional design skills, industry knowledge, and career progression.

• Mentoring Opportunities: Guidance and support from experienced leaders within IG Group, fostering professional growth and strategic thinking.

• Clear Career Progression: Defined pathways for advancement within the Training & Knowledge Management team or broader L&D functions, offering opportunities for specialization or leadership.

• Sports and Social Clubs: Opportunities to engage with colleagues outside of work, fostering team cohesion and a positive company culture through shared interests.

• Volunteering and Community Work: Paid time off or support for employees to engage in community initiatives, aligning with IG Group's commitment to social responsibility.

• Hybrid Working Model: A balanced approach to work, allowing for 3 days in the office to foster collaboration and connection, with the flexibility of remote work for the remaining days.

• Comprehensive Health and Wellness Programs: Likely includes medical insurance, wellness initiatives, and support for employee well-being.

Working Hours:

The standard working hours are expected to be around 40 hours per week, aligning with typical full-time employment in