The Service Management Office (SMO) Training & Learning Experience Intern will work closely with the SMO Training Team to review, assess, and enhance training content supporting IT service management processes and initiatives. This internship provides an opportunity to apply instructional design methodologies, learning theory, adult education principles, and user experience concepts to real-world enterprise training programs.
The intern will conduct research, evaluate existing learning content, and develop recommendations that help improve training effectiveness, learner engagement, and adoption of organizational processes. A significant outcome of this role will be the creation of a training standards and design framework that establishes best practices for future content development.
Position Overview
The Service Management Office (SMO) Training & Learning Experience Intern will work closely with the SMO Training Team to review, assess, and enhance training content supporting IT service management processes and initiatives. This internship provides an opportunity to apply instructional design methodologies, learning theory, adult education principles, and user experience concepts to real-world enterprise training programs.
The intern will conduct research, evaluate existing learning content, and develop recommendations that help improve training effectiveness, learner engagement, and adoption of organizational processes. A significant outcome of this role will be the creation of a training standards and design framework that establishes best practices for future content development.
Key Responsibilities
- Review and assess existing SMO training materials, learning paths, job aids, and reference content.
- Research current instructional design, adult learning, and training development best practices.
- Evaluate training materials for effectiveness, consistency, accessibility, learner engagement, and usability.
- Identify opportunities to improve content structure, visual design, learning objectives, and knowledge retention.
- Develop training design principles and standards for future course development.
- Create reusable templates, style guides, and content development recommendations.
- Partner with training and organizational change management team members to align recommendations with business needs.
- Gather and synthesize feedback from stakeholders and learners.
- Assist with updates to existing training content and pilot improvements where appropriate.
- Present findings, recommendations, and final deliverables to leadership and stakeholders.
Preferred Qualifications
- Pursuing a Bachelor's or Master's degree in: Instructional Design Learning & Development Education Organizational Development Human Resources Development Communications Educational Technology User Experience Design Related field
- Strong written and verbal communication skills
- Interest in adult learning, instructional design, training development, or organizational effectiveness
- Ability to analyze information and provide recommendations
- Proficiency with Microsoft 365 applications, including PowerPoint and Word
- Experience creating presentations, learning materials, or educational content is preferred
Desired Skills
- Instructional design principles
- Learning experience design
- Content development and editing
- Critical thinking and problem solving
- Stakeholder collaboration
What the Intern Will Gain
- Real-world experience supporting enterprise learning and development initiatives
- Exposure to IT Service Management (ITSM) practices and governance
- Experience creating training standards and learning frameworks
- Opportunities to collaborate with leaders across training, change management, analytics, and service management functions
- Experience presenting recommendations to leadership and stakeholders
Additional Information
To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
Offer to selected candidate will be made contingent on the results of applicable background checks
Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
Sponsorship will not be considered for this position unless specified in the posting
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.
