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American Water Instructional Designer in Naperville, Illinois

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit

Primary Role

The Instructional Designer is responsible for the design and development of training materials focused on the Pivotal Home Solutions Customer Experience Organization. This requires creating materials for classroom, computer-based training story boards, job aids and other training aids as needed. This role may also develop the courses or manage external vendor partners in the development of the training program.

Key Accountabilities

Functional Expertise:

  • Designs instructor-led or computer-based training programs, applying sound design and principles and methodologies, to address needs.

  • Develops and updates instructor-led materials (participant and facilitator guides), develops interactive exercises and creates evaluation measures to ensure learning and transfer of concepts is taking place.

  • Responsible for technical writing and process documentation

  • Assists business partners with documentation of current and new processes resulting from technology, regulatory and business changes.

  • Ensures continuity and alignment of the training curriculum (i.e.; Corporate values, leadership concepts/models, business strategies, etc.)

  • Business Acumen:*

  • Understands business processes and issues and how they relate to on-the-job application.

  • Strong project management skills.

  • Engagement:*

  • Collaborates with Training Supervisor/Manager, subject matter experts (SME) and other training professionals to understand strategies and develop training content.

  • Coordinates with Logistics Coordinators to produce training materials (e.g., manuals, displays, activities, documentation).

  • Partners with assigned trainer to transfer knowledge from development to delivery.

  • Interacts with external vendors on training design to deliver a quality finished product.

  • Driving Results:*

  • Responsible for creating the training design and identifying appropriate learning objectives.

  • Audits classes to ensure training documentation and materials meet learning objectives.



  • Creativity in instructional design

  • Detail-Oriented

  • Self-Starter

  • Able to work well in a team-based setting

  • Able to meet very tight deadlines in a fast paced and consistently changing environment

  • MS Office - expert proficiency

  • Exceptional Writing Skills

  • Problem Solving Skills

  • Presentation skills

  • Knowledge of research and best practice methods to source content and applicable models preferred

  • Proficiency in instructional and computer-based design software (i.e.; Storyline, Professional Adobe Suite, Turning Point, Skype, etc.) preferred.


  • BA/BS degree in business, instructional design, adult learning or 3 years related/equivalent work experience required

  • Degree in Instructional Design preferred.

  • 2-3 years of related business experience required.

  • Customer Service/Call Center Experience preferred.

  • Sales Experience preferred.

  • Knowledge of the utility industry preferred.

  • In depth knowledge of customer experience software applications preferred.

Travel Requirements/Work Environment

  • Travel up to 30%

  • Primarily works in an office environment

  • Majority of time is spent working on a computer


Champions safety


Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.