Technical Design Strategist

Posting Date

General Purpose of the Job

Describe the primary purpose or scope of the job. What must be accomplished and why it is performed.

The Technical Design Strategist is a key role within DaVita's IT Learning & Development (IT L&D) team. This teammate coordinates with Training Program Managers (TPM) to inform and ensure execution of the Pendo strategy. They are responsible for identifying and driving implementation of continuous improvement efforts to positively affect the teammate experience, functionality, accuracy, and efficacy of Pendo solutions. In this role, this teammate is the go-to technical expert for a team focused on developing and deploying in-app Pendo messages. This role will guide the Pendo efforts, ensuring technical excellence, and driving the success of our in-app onboarding, training, communication, and support initiatives. With a background in instructional design and digital learning, this teammate will be adept at aligning content across multiple formats with application workflows and business goals, ensuring cohesive and impactful learning experiences.

Essential Duties & Responsibilities

In order of significance, list the essential functions and responsibilities of the position. Do not include duties that are performed infrequently or require minimal time. All other duties are accounted for in "Other Duties as Assigned" which must remain on all Job Descriptions.

• Content Development
• Serve as the primary technical point of contact for the Pendo team, providing expert guidance on strategy, development, and implementation.
  • Mentor team members on best practices for Pendo development and guide them on technical challenges.
• Scope incoming development requests to determine whether Pendo is the right solution, ensuring the team's efforts are focused on the highest-impact projects.
  • Work with TPM and stakeholders/partners to vet/assess Pendo requests against other learning and performance support modalities and recommend solutions.
  • Identify requests that should be forwarded to the Product team for awareness and create/maintain a process to stay 'connected' to the Product team in this regard.
  • Lead the creation and deployment of Pendo in-app guides, tooltips, walkthroughs, and Resource Center content to enhance user (teammate) application onboarding and training.
  • Ensure content is aligned with teammate workflows and business goals.
• Help manage development assignments for the Pendo team, assisting the TPM with creation of project tasks [in ClickUp] as needed.
  • Maintain the alert/emergency coverage schedule.
• Take ownership (facilitation, agenda, scheduling, etc.) of Pendo team check-In calls as directed by the TPM.
• Ensure best practices in UI/UX are followed, guaranteeing a seamless and intuitive user experience with Pendo guides.
• Stay up to date on trends and best practices in training. As needed, utilize instructional design expertise and experience with rapid development tools for end-to-end development of learning solutions (e.g., video, self-paced courses, job aids) that integrate with in-app guidance to support teammate enablement and product adoption.
• Quality Assurance
• Help establish and maintain a process for guide review and verification aligned with releases, periodic review schedule, and/or in response to field feedback.
  • Troubleshoot technical issues and guide the team toward solutions.
  • Establish and maintain a process and central location for documenting functionality test criteria, pass/fail status, and logging issues.
• Establish and oversee the process for a periodic SME content review cycle (similar to KB article SME review).
• Strategy
• Collaborate with Product team (e.g., UI/UX, User Research), ITL&D, and other stakeholders/teams as applicable to understand user (teammate) needs and translate them into effective Pendo solutions.
• Utilize Pendo analytics, dashboards, survey data, user research and other inputs to determine if guides are effective and working as intended, and use that data to recommend changes to the guides and/or the overall Pendo strategy to improve effectiveness, guide performance and utilization.
• Stay up to date on the latest Pendo features and trends, championing new ways to leverage the platform.
• Processes and Procedures
• Create and maintain Pendo process and procedure documentation and ensure alignment with project-specific review and ClickUp workflows/automation.
• Maintain Pendo guide template library for assigned application(s)
  • Remove obsolete/duplicate entries
  • Rename/update titles to help clarify use case
  • Use Illustrator, Photoshop or other image editing applications to develop and update banners and other standard template graphics
  • Help establish and update guide templates and supplemental style guide as needed (to provide additional detail/guidance on design look, feel, wording, use cases, etc.)
• Develop and maintain Pendo storyboard templates to draft development requirements for all guide types.
• Other Duties as Assigned

Education and Requirements

Describe any required or preferred education and experience criteria (i.e. bachelor's degree preferred, or management experience required).

• Required
  • Bachelor's Degree or a combination of education and/or progressively responsible work experience in related area may be substituted in lieu of degree on a year-for-year basis.
  • Extensive, hands-on experience with the Pendo platform, including the ability to design, build and deploy complex in-app messaging.
  • A solid understanding of learning and performance support strategies, including how different training modalities can be used effectively.
  • A curious and proactive mindset, always seeking ways to improve processes and strategies.
  • Excellent communication and presentation skills, with the ability to convey complex data and insights to diverse audiences.
  • Experience analyzing data to make data-driven decisions and recommendations.
  • A collaborative spirit and the ability to guide and mentor a team without direct managerial authority.
  • Instructional design experience including eLearning design, instructor-led training development, needs assessment, and working with stakeholders.
  • Demonstrated experience using adult learning theory and methodologies to design and develop training.
  • Strong project management skills with experience successfully managing [learning] projects end-to-end from scoping through deployment/delivery and assessment.
  • Experience working with cross-functional teams (e.g., product owners, software developers, Village initiative leaders, UX designers).
  • Experience working on virtual teams.
  • Excellent interpersonal skills.
  • Advanced skills in Microsoft Word, Excel, PowerPoint and Outlook.
• Preferred
  • Master's Degree in Instructional Design, Data Analytics, Business Administration or other related field.

Certificates, Licenses, and Registrations

List applicable certificates, licenses, and registrations required or preferred for this position

• Certified Professional in Talent Development (CPTD)
• Associate Professional in Talent Development (APTD)

Travel and Time Requirements

List the amount of travel required for this role and frequency of nights and weekends required to work.

0-15%

Additional Requirements

Language Skills: Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

ADA/Reasonable Accommodations: DaVita provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position.

Work Environment: Level III - Moderate noise (e.g., business office with computers or printers, light traffic). No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions.

Visual: Vision adequate to perform the essential duties/responsibilities of position.

May be required to demonstrate the ability to differentiate colors on a test strip.

Physical Demands: Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities:

• Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions.

• Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals.

What We'll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
* Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
* Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more
* Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.