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: 2026-05-27

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

Remote Status: Hybrid (3 days in office)

🚀 Role Summary

• Design and develop engaging, task-based training content and knowledge resources for a live and scaling Customer Experience (CX) operation.

• Collaborate closely with subject matter experts (SMEs) and operational stakeholders to gather requirements, structure information, and ensure content accuracy and relevance.

• Build reusable and scalable learning assets that reduce per-hire training time and enhance agent efficiency and knowledge retention.

• Manage multiple content design and development projects end-to-end, balancing pace, quality, and evolving business needs within a dynamic fintech environment.

• Leverage a diverse tech stack including Miro, Claude, Easygenerator, LearnUpon, and SharePoint to create effective learning solutions.

📝 Enhancement Note: This role is positioned within a critical CX operation undergoing significant transformation, requiring a proactive and adaptable content designer. The emphasis on "task-based training" and "flow of work" references indicates a strong focus on practical, immediately applicable knowledge for customer service agents, rather than purely theoretical learning.

📈 Primary Responsibilities

• Design and build comprehensive, task-based training content for a live CX complaints handling operation, including digital courses, job aids, knowledge base articles, and process maps.

• Conduct needs analysis and collaborate with SMEs and operational stakeholders to gather input, define learning objectives, structure content logically, and iterate rapidly as the function scales.

• Develop reusable and modular content components that can be easily updated and adapted, thereby reducing onboarding time for new hires and minimizing reliance on informal knowledge transfer from experienced agents.

• Manage the full lifecycle of multiple content projects simultaneously, effectively prioritizing tasks, managing timelines, and balancing the demands of pace with the necessity for high-quality output.

• Utilize and integrate various tools within the company's tech stack (Miro, Claude, Easygenerator, LearnUpon, SharePoint) to build the most appropriate and effective learning solutions for specific needs.

• Partner with operational teams across different locations and time zones to ensure training content aligns with current business processes, regulatory requirements, and strategic objectives.

• Contribute to the continuous improvement of training materials by gathering feedback, analyzing performance data, and making necessary revisions to enhance learning effectiveness and user experience.

• Ensure all content is clear, concise, user-friendly, and accessible, catering to diverse learning styles and operational contexts within the customer service environment.

📝 Enhancement Note: The responsibility to "reduce per-hire training time" and "reduce reliance on experienced agents absorbing new starters informally" highlights a strategic objective to professionalize and systematize the onboarding process, moving away from tribal knowledge towards structured, scalable training solutions.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in a related field such as Education, Instructional Design, Communications, or a relevant technical discipline is often preferred for roles requiring a strong theoretical foundation.

Experience: 3-5 years of direct experience in instructional design, with a proven track record of developing effective learning solutions.

Required Skills:

• Instructional Design: 3-5 years of hands-on experience in designing and developing learning content, with a solid understanding of learning theories (e.g., ADDIE, Bloom's Taxonomy, adult learning principles) and content structuring methodologies.

• Content Development: Proven ability to build a range of content types, including digital courses, interactive modules, job aids, quick reference guides, knowledge base articles, and process documentation.

• Writing & Communication: Exceptional written communication skills, with the ability to translate complex operational procedures and technical information into clear, concise, and actionable content for diverse audiences and contexts.

• Project Management: Demonstrated self-directed project ownership, managing multiple projects concurrently from needs analysis through to delivery, evaluation, and iteration, with strong organizational and time management skills.

• Stakeholder Management: Experience effectively collaborating with subject matter experts (SMEs), operational leaders, and cross-functional teams across different locations and time zones to gather input and ensure alignment.

• Adaptability & Pace: Comfort working at a fast pace in a live operational environment where priorities can shift, requiring flexibility and the ability to deliver under pressure.

• Information Design: Skill in structuring and organizing information logically to facilitate learning and quick reference, particularly for operational tasks and processes.

Preferred Skills:

• CX/Customer Service Operations Knowledge: Familiarity with the challenges and specific training needs within customer experience, complaints handling, or financial services operations.

• Tech Stack Proficiency: Experience with specific tools mentioned, such as Miro for ideation and process mapping, Claude for content assistance, Easygenerator or similar authoring tools for digital course creation, and LearnUpon or similar LMS platforms for content deployment.

• Knowledge Management Principles: Understanding of knowledge management best practices and experience in developing and maintaining knowledge bases.

• Process Mapping: Experience creating visual process maps to illustrate workflows and procedures.

• Agile Methodologies: Familiarity with agile principles and their application in content development cycles.

📝 Enhancement Note: The requirement for "3-5 years" suggests this role is for a capable individual contributor who can operate with a degree of autonomy, rather than an entry-level position. The emphasis on "reusable content" and "reducing per-hire training time" points to a need for strategic thinking in content architecture, not just isolated content creation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Instructional Design Process: Showcase a clear, systematic approach to instructional design, from needs analysis and audience assessment to content development, implementation, and evaluation.

• Variety of Content Types: Include examples of diverse content created, such as interactive e-learning modules, practical job aids, clear process documentation, and well-structured knowledge base articles.

• Evidence of Impact: Present case studies or examples that clearly demonstrate how your content has improved learning outcomes, reduced training time, increased efficiency, or positively impacted operational performance. Quantifiable results are highly valued.

• Stakeholder Collaboration: Highlight projects where you successfully collaborated with SMEs and operational stakeholders, showcasing your ability to incorporate feedback and align content with business needs.

• Tool Utilization: Where possible, demonstrate proficiency with relevant authoring tools, collaboration platforms (like Miro), or learning management systems (LMS).

Process Documentation:

• Workflow Design and Optimization: Examples should illustrate your ability to understand complex operational workflows and design clear, step-by-step documentation or training materials that guide users through these processes effectively.

• Content Creation & Iteration: Showcase your process for content creation, including research, structuring, drafting, reviewing, and iterating based on feedback or performance data.

• Measurement and Analysis: Provide examples of how you have measured the effectiveness of your training content, whether through learner assessments, performance metrics, or stakeholder feedback, and how this informed subsequent iterations.

📝 Enhancement Note: Given the "live, scaling CX operation" context, the portfolio should emphasize practical, performance-oriented content that can be deployed quickly and effectively. Case studies demonstrating efficiency gains and measurable improvements in agent performance will be particularly impactful.

💵 Compensation & Benefits

Salary Range: For a Content Designer with 3-5 years of experience in Bangalore, India, the estimated salary range would typically fall between ₹700,000 to ₹1,200,000 per annum. This range accounts for the specific experience level, the demand for skilled instructional designers, and the cost of living in Bangalore. The exact figure will depend on the candidate's specific skills, experience, and negotiation.

Benefits:

• Tailored Development Programs: Opportunities for continuous learning and professional growth specifically designed to enhance skills relevant to instructional design and operations enablement.

• Mentoring Opportunities: Access to guidance and support from experienced leaders within IG Group, facilitating career advice and skill development.

• Clear Career Progression: Defined pathways for advancement within the Learning & Development or broader operations function, offering opportunities for increased responsibility and leadership.

• Sports and Social Clubs: A chance to connect with colleagues outside of work through various interest-based clubs, fostering a sense of community and work-life balance.

• Volunteering Time Off: Paid time off to engage in community service and volunteering activities, reflecting the company's commitment to social responsibility.

• Hybrid Working Model: A balanced approach combining in-office collaboration (3 days) with remote flexibility.

• Health and Wellness Programs: (Inferred) Typically, large organizations like IG Group offer comprehensive health insurance, wellness initiatives, and potentially other benefits like provident fund contributions, paid time off, and parental leave, though specific details are not listed.

Working Hours: The role is full-time, with an estimated 40 hours per week. The hybrid working model suggests a standard office-based schedule with the flexibility of working remotely for part of the week.

📝 Enhancement Note: The salary estimate is based on general market data for mid-level Content Designers in Bangalore, India, considering the fintech industry and the specific responsibilities outlined. The listed benefits are directly extracted from the job description, with an inferred addition of standard corporate benefits common in such organizations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (Fintech). IG Group is a prominent player in online trading and investment, operating in a highly regulated and competitive global market. This fintech context implies a culture of innovation, rapid adaptation, data-driven decision-making, and a strong focus on customer trust and security.

Company Size: FTSE 100 company, indicating a large, established, publicly traded organization with a significant global footprint and employee base. This suggests robust processes, opportunities for career development, and a structured environment.

Founded: IG Group was founded in 1974. Its long history in the financial services sector, evolving into a leading fintech firm, speaks to its resilience, adaptability, and continuous pursuit of innovation.

Team Structure:

• Training & Knowledge Management Team: This team is central to enabling IG's operational functions, particularly customer servicing. It operates at the intersection of Learning & Development (L&D) and frontline operations.

• Reporting Structure: While not explicitly detailed, instructional designers typically report to a Learning Design Manager or Head of L&D. They will work closely with operational managers and team leads within the CX function.

• Cross-functional Collaboration: Strong partnerships are essential with operational stakeholders, subject matter experts (SMEs) across various departments, and potentially IT or product teams for system integration and content platform management. The team's work is grounded in close collaboration with "operational stakeholders."

Methodology:

• Data Analysis & Insights: The team likely uses data to inform training needs, measure effectiveness, and identify areas for improvement, aligning with the company's data-driven ethos.

• Workflow Planning & Optimization: A core function is understanding and documenting operational workflows to design efficient training and knowledge solutions that streamline processes.

• Automation & Efficiency Practices: The company's fintech nature suggests an embrace of technology and automation to drive efficiency, which would extend to L&D tools and content delivery.

Company Website: https://www.iggroup.com/

📝 Enhancement Note: The company's FTSE 100 status implies a level of corporate governance and structure that can be both a benefit (stability, resources) and a challenge (navigating larger processes). The emphasis on "transformative change" in CX means this role is part of a significant ongoing initiative.

📈 Career & Growth Analysis

Operations Career Level: This role is at the Mid-Level (2-5 years of experience) in Instructional Design, specifically focused on operational enablement within a Customer Experience context. It requires a blend of creative content design skills and a practical understanding of how training impacts frontline operational performance. The scope involves end-to-end project ownership for specific training initiatives.

Reporting Structure: The Content Designer will likely report to a Learning Design Lead or Manager within the Training & Knowledge Management team. They will work very closely with operational leaders and SMEs in the CX function, acting as a key partner in driving operational effectiveness through learning.

Operations Impact: The role directly impacts the efficiency, effectiveness, and scalability of the CX operation. By creating high-quality, task-based training and knowledge resources, the Content Designer contributes to faster onboarding, improved agent performance, reduced errors, enhanced customer satisfaction, and ultimately, better business outcomes for IG Group. The focus on reducing training time and improving agent referenceability has direct financial implications.

Growth Opportunities:

• Operations Skill Advancement: Potential to specialize further in CX training, fintech operations, or knowledge management, becoming a subject matter expert in these areas.

• Learning & Development Specialization: Opportunity to grow into senior instructional design roles, learning design leadership, or L&D strategy positions.

• Cross-Functional Exposure: Involvement in transformative CX projects offers exposure to broader business strategy and operational challenges, potentially opening doors to roles in operational management or process improvement.

• Leadership Potential: Successful management of projects and stakeholder relationships can lead to opportunities for team lead or managerial roles within L&D or operations.

📝 Enhancement Note: The emphasis on "transformative change" and "scaling CX operation" suggests that this role is not just about maintaining existing training but actively building and evolving it. This provides significant opportunities for impact and career growth for individuals who can contribute to these strategic initiatives.

🌐 Work Environment

Office Type: Hybrid working model, requiring 3 days per week in the office. This suggests a modern office environment designed to facilitate collaboration, team interaction, and focused work.

Office Location(s): Bangalore, India. This location is a major technology and business hub, offering access to a strong talent pool and a dynamic professional ecosystem.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on partnership with operational stakeholders indicate a workplace that encourages teamwork, open communication, and idea sharing.

• Operations Tools & Technology: Access to a range of tools such as Miro, Claude, Easygenerator, LearnUpon, and SharePoint will be available, providing the necessary resources for content creation and management.

• Team Interaction: Opportunities for direct interaction with colleagues within the Training & Knowledge Management team, as well as close working relationships with CX operational leaders and SMEs.

Work Schedule: Standard full-time hours (approx. 40 per week) with a hybrid arrangement, balancing in-office collaboration with remote work flexibility. This schedule supports the need for focused content design work while allowing for necessary in-person team engagement and stakeholder meetings.

📝 Enhancement Note: The "3 days in the office" requirement is a key differentiator, suggesting the company values in-person collaboration for certain aspects of work, such as brainstorming, workshops, and team building, while still offering flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and potentially a portfolio submission to assess relevant experience and skills.

• Hiring Manager Interview: Discussion focused on your experience, understanding of instructional design principles, project management approach, and fit with the team's dynamic. Expect questions about your approach to designing for live operations.

• Portfolio Review & Case Study: A crucial stage where you will likely present examples from your portfolio. Be prepared to walk through specific projects, detailing your process, challenges, solutions, and the impact of your work. You may be given a short case study or a design challenge related to the CX operation to complete, demonstrating your skills in real-time.

• Team/Stakeholder Interviews: Meetings with members of the Training & Knowledge Management team and potentially key operational stakeholders to assess collaboration style, communication skills, and cultural fit.

• Final Interview: A discussion with senior leadership to confirm suitability for the role and company.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest projects that best represent your skills in instructional design, content creation for operations, and stakeholder collaboration.

• Structure Your Narrative: For each project, clearly articulate the problem, your role, the process you followed (needs analysis, design, development, evaluation), the tools used, the challenges faced, the solutions implemented, and most importantly, the measurable results or impact.

• Highlight Operational Relevance: Emphasize projects that involved creating training for operational roles, process documentation, or knowledge base content that improved efficiency or performance.

• Showcase Collaboration: Be ready to discuss how you worked with SMEs and stakeholders, managed feedback, and ensured alignment with business objectives.

• Visual Appeal: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. For digital content, provide links or interactive demos.

Challenge Preparation:

• Understand the Context: Research IG Group, their CX operations, and the fintech industry. Think about common challenges faced by customer service agents and how training can address them.

• Focus on Task-Based Design: Practice designing learning for specific tasks or processes. Consider how to break down complex procedures into easy-to-understand steps.

• Problem-Solving Approach: Be prepared to articulate a structured approach to solving a given design problem, considering audience, objectives, constraints, and desired outcomes.

• Tools & Technology: Be ready to discuss how you would use tools like Miro for brainstorming or process mapping, and authoring tools for building interactive content.

📝 Enhancement Note: The emphasis on "live, scaling CX operation" and "task-based courses" means interviewers will be looking for evidence of practical, performance-driven design skills, not just theoretical knowledge. A portfolio that clearly shows how your training directly improved operational metrics will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Miro: Utilized for collaborative ideation, brainstorming, process mapping, and visual instructional design planning. Proficiency in creating clear and effective visual representations of workflows and learning structures is key.

• Claude: An AI assistant likely used for content generation, summarization, research, and potentially for drafting initial content outlines or knowledge base entries. Understanding how to leverage AI effectively for content creation and refinement is important.

• Easygenerator: An authoring tool used for building digital learning content, likely interactive e-learning modules, courses, and potentially job aids. Experience with this or similar rapid e-learning development tools is essential.

• SharePoint: A platform likely used for document management, content storage, collaboration, and potentially for hosting knowledge base articles or reference materials. Familiarity with its organizational and collaborative features is beneficial.

Analytics & Reporting:

• LearnUpon (or similar LMS): A Learning Management System for deploying, tracking, and reporting on training completion and effectiveness. Understanding how to use LMS data to evaluate training impact is beneficial.

• CX Operation Metrics: While not a tool, understanding key CX metrics (e.g., First Contact Resolution, Average Handling Time, Customer Satisfaction Scores, training completion rates, knowledge assessment scores) is crucial for measuring the impact of training content.

CRM & Automation:

• CRM System (e.g., Salesforce, Zendesk): While not directly managed by this role, understanding how customer service operations function within a CRM context can inform the design of training materials that agents use in their daily workflow.

• Automation Tools: Awareness of how automation is used in CX operations can help in designing training that complements or supports automated processes.

📝 Enhancement Note: The explicit mention of tools like Miro, Claude, Easygenerator, and LearnUpon indicates these are actively used and candidates with direct experience will have an advantage. The ability to integrate these tools into a cohesive learning solution is valued.

👥 Team Culture & Values

Operations Values:

• Lead and Inspire: Fostering trust, alignment, and enthusiasm through clear communication and impactful work that motivates others.

• Think Big: Focusing on solutions that address the most significant business challenges and opportunities, particularly those impacting commercial outcomes.

• Champion the Client: Prioritizing client needs and ensuring that all training and knowledge content directly or indirectly supports a positive customer experience.

• Deliver at Pace: Driving fast, sustainable growth by efficiently developing and deploying high-quality learning solutions that meet evolving business demands.

• Raise the Bar: Taking ownership of work, being accountable for outcomes, and actively contributing to a culture of continuous improvement through feedback and learning.

Collaboration Style:

• Cross-functional Integration: A strong emphasis on working closely with operational teams and SMEs to ensure training content is relevant, accurate, and effectively integrated into daily workflows.

• Feedback-Driven Culture: Encouraging open feedback exchange to refine processes, improve content, and foster a learning environment.

• Knowledge Sharing: Promoting the sharing of best practices, insights, and learnings within the team and across departments to elevate collective performance.

📝 Enhancement Note: The five core values ("Lead and Inspire," "Think Big," "Champion the Client," "Deliver at Pace," "Raise the Bar") are central to IG Group's culture. Candidates should be prepared to demonstrate how their work and approach align with these principles, particularly "Deliver at Pace" and "Raise the Bar" which directly relate to the dynamic nature of the CX operation.

⚡ Challenges & Growth Opportunities

Challenges:

• Rapidly Evolving CX Operations: The CX function is undergoing "transformative change," meaning training needs and content will be in constant flux. Adapting quickly and maintaining relevance will be a primary challenge.

• Balancing Pace and Quality: The need to "build infrastructure" quickly for a "live, scaling CX operation" while ensuring high-quality, effective learning content presents a constant balancing act.

• Managing Multiple Stakeholders: Working with diverse SMEs and operational leaders across multiple locations and time zones requires strong communication and negotiation skills to manage expectations and gather input effectively.

• Keeping Up with Technology: The integration of tools like AI (Claude) and a varied tech stack means continuous learning and adaptation to new technologies and best practices in digital content creation.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in CX operations, particularly in complaints handling, and how to effectively train and support agents in these complex areas.

• Instructional Design Specialization: Develop advanced skills in specific areas of learning design, such as interactive module creation, knowledge management strategies, or performance consulting.

• Industry Conferences & Certifications: Opportunities to attend L&D or CX industry events and pursue relevant certifications to stay current with best practices and expand professional networks.

• Mentorship & Leadership Development: Benefit from mentorship within IG Group and potentially take on leadership responsibilities as the team and operations grow.

📝 Enhancement Note: The "transformative change" within the CX operation presents a significant challenge but also a prime opportunity for a Content Designer to make a substantial impact and gain valuable experience in driving large-scale L&D initiatives.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for designing task-based training for a live operational environment where priorities can shift." (Focus on agility, needs analysis, iterative design, and stakeholder communication.)

• "How would you approach building reusable content components that reduce per-hire training time and improve agent efficiency, using tools like Easygenerator and Miro?" (Emphasize modular design, content architecture, tool integration, and impact measurement.)

Company & Culture Questions:

• "How do you see your role contributing to IG Group's value of 'Championing the Client'?" (Connect your content design work to improving customer experience and agent effectiveness.)

• "Describe a time you had to 'Raise the Bar' in your previous role. What did you do, and what was the outcome?" (Prepare an example demonstrating initiative, accountability, and a drive for improvement.)

Portfolio Presentation Strategy:

• Storytelling Approach: Frame your portfolio pieces as stories: the challenge, your solution, and the impact.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the effectiveness of your training (e.g., X% reduction in training time, Y% improvement in agent performance, Z% increase in knowledge retention).

• Process Demonstration: Clearly articulate your design process for each project, highlighting how you collaborated with SMEs and stakeholders.

• Tool Context: Briefly explain how you used specific tools (Miro, Easygenerator, etc.) to achieve your design goals and enhance the learning experience.

• Interactive Elements: If showcasing digital modules, be prepared to navigate them and explain design choices.

📝 Enhancement Note: Expect interview questions to be highly practical and focused on your ability to deliver results in a fast-paced, operational setting. Your portfolio should be your primary tool for demonstrating these capabilities.

📌 Application Steps

To apply for this Content Designer position at IG Group:

• Submit your application through the provided link on the IG Group careers portal.

• Curate Your Portfolio: Select 3-5 of your most relevant projects that showcase your instructional design process, diverse content creation skills (especially for operational roles), and measurable impact. Ensure it highlights experience with task-based learning and stakeholder collaboration.

• Tailor Your Resume: Highlight keywords from the job description such as "Instructional Design," "Content Design," "CX Operations," "Knowledge Management," "Miro," "Easygenerator," and "stakeholder management." Quantify your achievements wherever possible.

• Prepare Your Presentation: Practice walking through your portfolio projects, focusing on the problem, your process, the solutions, and the quantifiable results. Be ready to discuss how you would approach designing for a live, scaling CX operation.

• Research IG Group: Understand their business, their position in the fintech market, and their stated company values. Be prepared to articulate how your skills and approach align with their culture and operational needs.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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