Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
Learning Content Creator
Position Summary
The Global Learning Services teams focus on executing system data maintenance and administrative activities directly related to eLearning and content management in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensures end-to-end process completion in line with customer-focused principles to ensure the Roche People Practices work for the business.
As a Learning Content Creator you are part of the Learning Design, Delivery, and Performance Chapter and responsible for developing engaging and informative learning content that aligns with our company's goals and objectives. Your role involves collaborating with various stakeholders and utilizing your creativity to craft compelling content. You act as the main point of contact between Roche internal customers, therefore you need strong customer and solution focus. You are required to work independently, to possess and utilize cross-cultural communication skills and be able to adapt to different cultural contexts.
Responsibilities
Content Creation
- Collaborate with cross-functional teams to gather information and understand project requirements and create learning objectives
- Analyze learning needs and develop high-quality training content, including technical and creative writing, with a strong focus on storytelling
- help to create engaging content on such as company gsite / email campaigns / or other digital learning platforms
- Conduct thorough research to ensure accurate and up-to-date information is incorporated into content
- Create materials with different scopes, considering adult learning principles and global audience needs
- Analyze a variety of data sources and synthesize key insights to incorporate into learning content creation
- Demonstrate a consultancy mindset by providing advisory support and making sure that the overall content is in line with the business goals
- Manage stakeholders effectively, ensuring their input and feedback are incorporated into content development
- Stay up-to-date with industry trends and best practices in content creation and adult learning
Customer Engagement
- Provide guidance and advisory to the learning community at all levels
- Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way
Learning Operations and Service Enhancement
- Provide customer service on eLearning and content related activities, such as inquiry resolution, request management, and trouble-shooting
- Provide on-time, consistent, reliable and predictable delivery with all content projects
- Ensure end to end ownership of resolution
- Run service quality expectations and address customer concerns
- Ensure operations according to defined KPIs and SLAs
- Be up to date on processes, lead the knowledge development on processes, and contribute to the update of relevant documentation (SWIs, SOP, GWIs)
- Contribution to process superuser activities, such as community participation, information and knowledge sharing, issue customer concern and training delivery
- Participation in (or partial management of) project activities as required
- Build relationships with People & Culture colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness
Outputs & Deliverables
- Creating high-quality, well-functioning, and compelling eLearning courses
- Continuous contribution to the improvement of the performance of People Support Solutions organization
- Reaching high customer satisfaction through consistent, high-quality delivery and application of customer care principles (measured by defined stakeholder feedback)
- Provide feedback, coaching, and advice for contacts in both P&C and the business (measured by defined stakeholder feedback)
Who You Are
In this role you will be working within a team of highly skilled Instructional Designer Advisors focusing on eLearning and content creation projects for all customer groups across various functions and levels within the organization.
Further Requirements
- Bachelor's degree in a relevant field (e.g., English, Communications, Journalism, Learning/Adult Learning, Psychology, Anthropology, or similar, etc.)
- 2-3 years of experience in eLearning and Content Creation
- Experience with Cornerstone or other cloud-based learning management solutions (advantage)
- Proven experience in technical writing and storytelling and in creating adult learning materials
- Demonstrated excellence in customer service and building partnerships
- Strong stakeholder management skills, with the ability to collaborate effectively with different teams
- Cross-cultural communication skills and a global mindset, influencing skills to adapt content for diverse audiences
- Demonstrated and utilizable project management skills (preferably with agile methodology)
- Quality focus, with the ability to analyze and interpret outcomes of testing and applying the results
- Proficient in conducting research and analyzing a variety of data sources
- Excellent written and verbal communication skills in English and Mandarin are required
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.
Roche is an Equal Opportunity Employer.
