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Instructional Designer Change Management

Toronto, ON, Canada
May 15, 2024

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Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

** **** ******** ******* ** L4L 6J6 tel: 416-***-**** email:


“I live to create solutions that empower people and organizations,

deliver positive business impact with less fuss, time and money.“


“I believe, when hiring consultants

you don’t just hire expertise... you hire for results and ROI.

I therefore guarantee a minimum of 200% ROI on my fees.“


1.All people have the will and skill to succeed – when given adequate motive, trust and opportunity.

2.For software releases, software training isn’t enough, the secret is to show them how to do their new job using the new software – to do this you need a full view of the new way of work put into playbooks.

3.With careful, well choreographed communications and follow through, leaders and managers can rebuild, renew and reinforce trust, engagement and confidence in their people despite what has happened in the past.

4.It’s the consultants role to NOT BE THE STAR but to make the employees of the organizations: Hiring Manager, Leaders, Executives and their reporting staff to BECOME THE REAL STARS


Delivered 300%+ ROI to Scotiabank with:

a redesigned homepage on Sharepoint by creating user friendly dashboard that access all the learning modules with a single glance

ROI was also delivered on a resource guide that established design standards for future publishers to maintain sites across the entire department

Saved the Ministry of Ontario (MGCS) in excess of $125,000 in eLearning development by

creating an interactive training solution for their new software system

Bilingual, AODA compliant, self-directed learning that served 15,000 agencies

Improved customer satisfaction and reduced call centre inbound traffic (Service Support calls)

Incorporated cost, time, stress saving ideas within a Strategic Training Plan for the department

Saved CAA in excess of $2.25 Million and 2000+ hours of training production

On time, under budget, agile delivery of an interactive training solution to 1100 learners

Enterprise wide training on SAP for 4 departments and over 10 unique roles and 60+ new

software processes

Saved TJX over $100,000 within 45 days with an interactive, intuitive training solution for their new ERP system for the Finance Department

10,000 remote users required a learning solution to quickly help them complete their expense reports easier

Training solution was available online and offline for the users who primarily remote workers


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:



oif you have:

poor team and/or leader engagement

not everyone is on the same page

there is lack of drive and clarity for goals, roles, responsibilities

oif you want:

improved buy-in, ownership, accountability and self-management

more engagement with an improved What’s In It for Me (WIIFM) culture

everyone to be on the same page and be in the right spots in a project or team

reduced conflict and drama

more self-driving, goal-oriented people who know what and why they do things


oif you have:

poor team and/or leader engagement

not everyone is on the same page

there is lack of drive and clarity for goals, roles, responsibilities

oif you want:

improved buy-in, ownership, accountability and self-management

more engagement with an improved What’s In It for Me (WIIFM) culture

everyone to be on the same page and be in the right spots in a project or team

reduced conflict and drama

more drive, goal and role clarity


oif you have:

any complex situation where you the leader/manager feels stuck and is not sure what to do

goals that don’t seem achievable

multiple issues, priorities and objectives that are competing for scarce resources (time, money, people)

oif you want:

help finding the ‘light at the end of the tunnel’ and ‘the best path to success’

prioritized goal setting and establishing quick wins that drive motivation for bigger wins

a visual map with stakeholder engagement and buy-in to execute a way forward despite

everyone being stressed and stretched thin


Led and Executed 30+ Change Management Organization-wide Transformations across all departments and throughout all ranks – gaining trust, uncovering detractors, increasing employee buy-in while rebuilding, renewing and reinforcing belief in

leadership and management

Designed and delivered 300+ training delivery/facilitation sessions for Fortune 1000 and PROFIT 500 firms

oSectors include: Financial Services, Manufacturing, Technology, Automotive, Retail, and Small Medium Enterprises

Designed and delivered 65+ Executive Development courses

oPhysical and Digital Courseware deliverables: course design, workbooks, in-class simulations, and testing for organizations

(e.g. ICAO, IIR (Dubai), and ARIDO)

12+ years’ experience in Blended Learning Solutions

Classroom (virtual and physical), e-learning, mobile learning, social learning, peer to peer, manager-staff, and self-study with

extensive expertise in Financial, Professional Services and Retail (e.g. TD, Mackenzie, Xerox, Staples UK, The Brick, and Sears)


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:


24+ years of Organizational Change Management with Strategy Execution and People Engagement through conflict

resolution, mediation, stakeholder buy-in / rapport / trust building, leadership and team alignment sessions with clear, safe, communications that are confidential yet effective

20+ years of learning design, training delivery, content development, and facilitation for executive and staff

oaward winning design and learning skills applying, usability, user friendliness, business and learning impact with measurability

8+ years’ experience in the design and development of business-centered learning strategies to improve ROI,

mapping learning to Key Performance Indicators (KPIs) to help achieve desired returns

5+ years’ experience in eLearning Development Tools and LMS

Articulate Storyline, Adobe Captivate, Adobe Creative Suite (Photoshop, Illustrator, Acrobat, Premier, After Effects),

Microsoft Office Suite (Word, Powerpoint, Excel), Lectora, Moodle, SABA, Uperform

Total end to end learning and service delivery from RFP to final deliverables including QA and testing includes research, designing interactivity, content development, storyboarding, lesson plan development, course curriculum design (Blended Learning), training deliverables (Participant, Facilitator, and Manager Coaching Guides) tailored to three main delivery methods: self-directed, facilitated classroom and web-based

Project management, organizational and time management skills managing multiple priorities with time sensitive

initiatives while maintaining high quality work

Strong team player with proven interpersonal skills and ability to interact effectively working closely with business

partners, vendors, application developers, development managers, business project managers, product managers,

subject matter experts and facilitators

Relationship management and communication skills – formally and informally

working with individuals and teams throughout an organization and across multiple lines of business

Formally trained Industrial Designer and Engineer

delivering both creative, technical, and analytical thinking skills for solving complex problems


Speaker: HRPA Annual Conference and Trade Show [January 2021]

Panelist: Learning ROI - Institute for Performance and Learning (I4PL) [October 2018]

Speaker: “7 Maxims of Success for Digital Learning” at the I4PL Conference [October 2018]

Judge: Learning Elite by Chief Learning Officer Magazine [2018, 2019 and 2020]

Published: Association for the Advancement of Computing in Education (AACE) World Conference [2015]


Bachelor of Industrial Design (B.I.D.) with Distinction – 1993 CARLETON UNIVERSITY, Ottawa

Bachelor of Electrical Engineering (B.Eng.) – 1990 CARLETON UNIVERSITY, Ottawa

Executive and Professional Training & Development – Self Directed Learner Since 1987

Communications and Sales Training, Sales Executive Coaching and Mentorship, Leadership Development;

CMC – Executive Stream (designation in progress), CTDP (Commencing upon CMC Designation completion)


PC and Mac: Dual platform expertise for both Learning, Video Production, and Office Applications

Learning Software Apps: Adobe Captivate, Articulate Storyline 2, 360 and Rise 360, Cisco Webex - Virtual Design Based Learning

Design & Office Apps: Adobe Creative Suite (Illustrator, Photoshop), Corel, MS Office (Outlook, Word, Excel, PowerPoint), Quark

Xpress, Keynote

Virtual Team / Office Apps: MS Teams, Adobe Connect, Skype, Webex, GoToMeeting, Docushare, SharePoint, Zoom

Video Production Apps: Camtasia, Adobe Premier, iMovie, GoAnimate, UPerform, Snag It

LMS: Success Factors, Moodle, eUniversity and proprietary platforms

ERP Systems & Apps: SAP (Finance, CRM, Inventory), JDA, Oracle, Warehouse Management System (Cognos, Manhattan, WM, SCI), Confluence, Jira, Collibra, Sharepoint

Project Management: Clickup, Trello, Planview, OCM Solutions & CM Tools


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:


TRAINING DESIGN SPECIALIST (SCOTIABANK) August 2023 – April 2024 (Full Time – Contract)

Enterprise wide digital IT transformation: Originally hired to publish and online help system for a new software system for the banks trading platform

Developed a resource guide with design standards to assist future publishers to easily and accurately maintain the Online Help System

Provided hands-on support in implementing program strategies to enhance employee training and adoption, contributing to the broader vision of the program

Assisted in the development and delivery of training materials and activities tailored to the needs of Canadian Banking priorities.

Managed and deliver a comprehensive documentation and training plan, outlining key activities and tasks. Established and maintain engagement agreements with business sponsors and stakeholders, fostering commitment to project goals.

Contributed to the articulation of training, documentation, and communication strategies within the Change Plan. Assisted in the deployment of change activities, tools, and communications to drive adoption of new behaviors.

Supported the overall project outcomes and ensure the realization of anticipated benefits.

PERSONAL VACATION March 2023 – July 2023 (East Coast Canada)

SENIOR LEARNING STRATEGIST (SHARED SERVICES CANADA), December 2022 – Feb 2023 (Full Time – Contract)

Help create a standard of best practices for the upskilling of government employees with Cloud Technologies that every department is undertaking some form of Digital Transformation.

Collaborated with the core skilling/training team to drive the opportunity to gain access to all the Government of Canada learning plans to Cloud upskilling of their employees.


SAP IT Implementation: Developed and executed Change Management strategies and plans to successfully deliver the shifts in mindsets and behaviours required to achieve project/program transformational change objectives

Developed and executed actionable and targeted change management tactics and workstream deliverables including/ but not limited to: stakeholder assessments and engagements plans; change agent networks, communication plans and supporting materials; people risk and change impact and readiness assessments; training needs analysis and training strategies that will produce measurable ROI

Developed transition monitoring and sustainability plans including measurement systems to track stakeholder adoption and business benefits realization.

Collaborated with Project Manager to ensure key change management activities are integrated into the overall project plan and executed on time and budget


IT implementation: As part of the modernization of the case management software provided by a US vendor, was responsible for conducting the needs analysis for all departments in the courthouse, and for all stakeholders – front line to management

Identified the benchmarks for e-learning and change management to ensure that all levels of users were going to be

successful in learning and adopting the new software system

Collaborated with Subject Matter Experts (SMEs - business users and vendor specialists) to identify the exact learning curriculum for the three primary departments blending the learning plans for both managers and staff strategically

Developed and designed interactive training that are compliant with accessibility guidelines (AODA)

As there was no learning management system at this location for the government, LMS related deliverables were not required

Conducted Change Management and training plan development presentations and conversations with executives which included the development of Gantt charts, Swimlane diagrams, PowerPoint presentations and strategic project (including training requirements) plans

CHANGE MANAGER (Video & Communications), SCOTIABANK, July 2021 – December 2021 (Full Time – Contract)

Help drive digital analytics and software adoption of the Collibra platform through change management strategies (ADKAR methodology applied to video and presentation assets)

Designed and developed video-based training curriculum and modular training assets for the Global Data Office enterprise platform to help create a Data Driven culture

Improve user adoption through improved narration, script writing, storyboarding, as well as user centred learning

design principles across learning objectives, content development and post-production media development

Worked with Business, Data, and Communication subject matter experts to achieve improved levels of employee

engagement across the Bank


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:



Developed remote change, transformation, and learning solutions for various clients including Allstate and KIA Motors

LEARNING CONSULTANT & INSTRUCTIONAL DESIGNER, HOME HARDWARE, January 2020 – December 2020 (Full Time – Contract)

IT implementation: As part of the modernization and digital transformation of the warehouse management system, I conducted needs analysis with all levels of warehouse leadership and management: supervisors, lead hands, foreman and assistant foreman; this involved interviews, anonymous surveys, presentations that helped identify what was their job roles used to be (old way of working – OWOW) and what will become post Go-Live (new way of working – NWOW); based on these findings I had designed and deployed role playbooks that showed how they need to do their job from beginning to end of work each day

Worked with Subject Matter Experts, Management, Executives to define the success metrics upon which the learning curriculum was based on; this ensured successful user adoption, performance and expectation management between management and staff

Conducted specialized SME interviews to define competencies and tasks from those individuals considered high performers (ones who are successful in the role already) so that the learning plans I designed would then be based on proven, best practices

All user guides, e-learning courses and tools were uploaded into a learning management system, where I also prepared learning curricula for each rank and role across the warehouse as well as the preparation of filter for reporting and analytics – this helped the learning team, management and executives to identify the those who completed the course, passed the assessments and those who had learning gaps that needed additional training time to do their job successfully

Designed and conducted both virtual and in class training to both executives and management at the warehouse; those workshops involved developing change champions, facilitating and resolving matters that will impact learning and adoption of the new software system – successfully resolving issues as they were communicated and also uncovered issues that were otherwise “kept under the rug” and could have become risks – however they were addressed, mitigated and turned into opportunities for boosting morale, engagement and trust

Senior Trainer & learning consultant, CIBC, May 2019 – November 2019 (Full Time – Contract)

IT implementation: Worked with the software vendors for the implementation of a new digital, wealth management software system for the bank nationwide – early meetings with the vendor were conducted so that I would be developing the learning plans, needs analysis and e-learning courses that will help onboard wealth advisors onto the platform – this also included training them on how they will use the software to service their customers

Based on interviews with the software vendor, users, management and front line advisors, my needs analysis uncovered both training requirements as well as opportunities from improved customer service and satisfaction for both front line advisors and leadership; these opportunities were then used to establish performance benchmarks for e-learning course development and assessments

Developed learning plans that focused on practical, real world conversations advisors would have with customers – instead of just teaching them on using the software and its theory


Collaborated with instructional designers, UX designers and subject matter experts to design the eLearning modules for the next generation of financial services courseware

Developed storyboards, case study-based assessments and reviewed the instructional design for 24 lessons of eLearning


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:



(Full Time – Contract)

Led the learning development, needs analysis, design and deployment of an interactive training solution for the Ministry for its new Digital, Online Transfer Payment portal which provided services to over 15,000 agencies across the province

Conducted a needs analysis with users of the software for administering Grant applications – this uncovered unique challenges that were overcome with the final learning solution

Developed an e-learning solution which included the whole learning curricula for Grant applications

Conducted and developed the train-the-trainer program for Ministry instructors to deliver virtual and in-class training sessions throughout the province

Developed and researched the accessibility guidelines from which stakeholders were consulted to identify which guidelines they would want to comply within guidelines which ones they did not want or could not comply with; for example, they did not want to comply with developing the Interactive Learning Experience for visually impaired individuals because they didn't have the technology to do that; and they did not want to comply with the contrast guidelines because they wanted the Interactive Learning to have colors versus it being only black and white

Success of the project included reduced call wait times at the help desk (because the e-Learning solution delivered was very user-friendly and self-serving; improved agency and user satisfaction; reduced stress and work load on Ministry staff when serving agencies on Grant application filing and management

SENIOR INSTRUCTIONAL DESIGNER, CAA, March 2017 – April 2018 (Full Time – Contract)

Acted as the subject matter expert in practical and technical aspects of the online content development and quality

assurance for the SAP ERP knowledge transfer via interactive pdfs

Co-lead the development and production of all training materials in preparation for the Go Live of SAP - the transformation of the organization to SAP consisted of SOPs, Participant Guides, interactive PDFs (iPDFs), and Facilitator Guides for 4 business areas, 16 roles, 70+ SOPs and over 1000+ discrete steps for a learning audience of 1200+ staff

Design and produced software training demos for iPDFs in Camtasia to provide training delivery solutions to CAA experts

Organized and executed video production of 70 videos for the Customer Experience component of SAP

SENIOR INSTRUCTIONAL DESIGNER, TJX Canada (Winners, HomeSense, Marshalls), Nov 2016 – Feb 2017 (Full Time – Contract)

Managed, designed and deployed an urgent ask from the Finance Department and built an interactive learning guide to teach over 1500+ Associates how to use the new expense management (Finance ERP) software system

Spearheaded the design of the company’s new eLearning / virtual Workplace Violence, Harassment and Discrimination course to reduce the number of incidents

Earned leadership and management buy-in to develop new content and training delivery design (scenario-based)

Collaborated with Subject Matter Experts to develop 4 compelling learning scenarios that incorporated all the learning

objectives while reflecting the real-world situations relevant to their organization and work environments

SENIOR INSTRUCTIONAL DESIGNER, Loblaw Limited, Jun 2016 – Nov 2016 (Full Time – Contract)

Designed and delivered the complete design and build of an eLearning course for 18 software processes with Storyline 2

Assisted leaders, internal clients, and external vendors to plan their training delivery rollout to managers and staff of 160 stores – including email announcements, job aids, interactive PDFs, and speaking points

Developed learning documentation (Learning and Reference Guides) for financial, transactions, Insurance claims processing, and order processing within these Supply Chain ERP platforms: SAP, JDA, Sweda POS, and Workday

Produced over 24 videos of interactive software simulations using Storyline 2 and UPerform for virtual classroom training

Engaged SMEs to develop content and learning solutions that addressed key people performance issues during onboarding and ongoing performance

LEAD INSTRUCTIONAL DESIGNER, University Health Network - de Souza Institute, Jun 2015 – Apr 2016 (Full Time – Contract)

Led the complete end to end design and build of the company’s flagship Learning Modules for a national audience in Health Care – leading and interacting with diverse groups of internal clients and external vendors

Managed multiple priorities including project management, stakeholder relations, learning, content analysis, instructional design, storyboarding, user interface and learner experience, evaluation and assessment, development, and marketing

Applied best practices in adult learning, utilized various learning methodologies, and incorporated transformative learning to facilitate mindset and behavioural change

Led video production for role playing of cancer care patients and specialist (script writing, shoot logistics, project management, editing final footage


Harish Chauhan

Change Management Lead – People Performance Facilitator – Learning Specialist & Instructional Designer

99 Lamp Crescent Toronto ON L4L 6J6 tel: 416-***-**** email:


INSTRUCTIONAL DESIGNER, ERCO WORLDWIDE Dec 2014 – Mar 2015 (Full Time - Temporary)

Designed / delivered 12+ virtual classroom training sessions for internal stakeholders, managers and users on a new LMS

Developed and managed corporate wide communications regarding the new cloud based LMS launch

Consulted internal leaders on the optimal design of content, virtual training, delivery and reporting that would improve the

performance of their teams


Established learning plans, content, templates and learning objectives (with business KPIs) for financial planners and agents

Sourced full-time instructional design team to complete with templates to produce instructor lead programs for 12 courses

Developed e-Learning module and content for RESP financial plans using Articulate Storyline

Delivered a training workshop on the new learning initiative and change management process to leaders and staff

Managed project and team to deliver SOP compliant learning courseware on time including Insurance Application and Claims processing

LEARNING CONSULTANT, XEROX CANADA Jul 2013 – Jun 2014 (Full Time – Contract)

Constructed Strategic Learning plans that defined future talent development for 13 Key Growth Roles

Conducted 50+ executive level interviews and focus groups to uncover key challenges, learning opportunities and

organizational issues that impact the success of the people and the business, while building and promoting the Learning Department Brand across the organization

Designed and constructed Learning Paths, Self and Manager Assessment Tools for Salesforce incorporating self and

manager evaluations with soft and hard learning skills for all Xerox Business Development Executives

SENIOR LEARNING CONSULTANT, HORN & ASSOCIATES Jul 2012 – Mar 2013 (Full Time - Temporary)

Designed custom in class, virtual, and e-learning solutions for staff, management and senior executive level audiences for leading global brands in Insurance (Errors & Omissions, Leveraged, Life), Finance, Banking, Pharmaceuticals, Consumer Packaged Goods, Retail, Athletic Footwear and Apparel, Business to Business Services, Business to Consumer, Customer Loyalty Solutions, Logistics, and Entertainment

ANALYSIS: conducted focus groups with clients and decision makers; interviewed subject matter experts and learning participants; incorporated latest industry best practices and academic research into learning design

DESIGN: identified performance gaps and established learning objectives to align with client goals

DEVELOPMENT: developed in-class and e-learning based solutions including workshop agendas (half days to three days), participants guides, structured design outlines, coaching checklists, job aids, role playing exercises and case studies that brought learning to life; designed and customized learning sustainment tools and processes that assisted the client to

manage a new level of learner engagement and performance; integrated various learning methods, task tension and tools that addressed prior training exposure of participants and areas of potential learner pushback

IMPLEMENTATION: prepared detailed briefing notes and speaking points to equip facilitators with the client context,

learning goals, client expectations and concerns as well as participant mood, and any potential resistance to learning

EVALUATION: delivered level one and level two evaluations accordingly as per Kirkpatrick Evaluation Model; debriefed delivery of training with the facilitator for continuous improvement

Self-managed multiple projects within tight project management timelines while maintaining high quality work


Deployed over 30 companywide change management transformations across all ranks and departments for some of Canada’s best managed and fastest growing companies

Delivered upwards of 200% revenue growth, 17.9x ROI

Worked with management team to produce their first ever Team retreats to share and define best practices, key learning and training programs, and improved human capital performance – annual reviews, onboarding, performance based

bonuses, KPIs that were measured within their ERP and business analytics software

Led workshops and industry leading sessions for both B2C and B2B companies for full

service Wealth advisors and Insurance Specialists – including Investors Group (Training Session for Wealth Advisors across Ontario – selling, compliance and negotiation skills), Manulife, Raymond James, TD, RBC, BMO, CIBC,

Scotiabank (Scotia McLeod – Wealth Management Train the Trainer – Wealth Planning Essentials for HNW Owners)

Published papers/articles and delivered training workshops and presentations on innovation, organizational development, strategy, leadership and people engagement methodologies for CIBC, Investors Group, Royal Bank, Scotiabank,

Contact this candidate