Senior L&D Specialist

Responsibilities

Facilitation

• Facilitate in-person, virtual, and hybrid learning sessions across at least six complex knowledge areas for audiences including mid-level and senior leaders.
• Create inclusive, dynamic learning environments using interactive techniques, real-world examples, critical thinking, and problem-solving activities.
• Provide real-time learner feedback and coaching.
• Design and facilitate sessions teaching CX teams to use AI tools responsibly and effectively.
• Use AI-assisted tools and learning-platform insights to improve participation, personalization, feedback, and learning outcomes.

Instructional Design and Communications

• Lead end-to-end course design and continuous improvement of learning materials and methods.
• Own content development and final quality control for course updates.
• Develop communication strategies for learning initiatives and secure stakeholder alignment and buy-in.
• Integrate AI-enabled design and authoring tools to prototype, script, and iterate on training materials.

Program Management

• Manage complex, high-visibility learning programs from end to end, aligning delivery with business outcomes.
• Oversee multiple CX Academy cohorts, including implementation, learner success, progress, engagement, and continuous improvement.
• Use AI tools for program administration, project tracking, communications, and reporting.

Stakeholder Management

• Build strategic relationships with senior leaders and department heads.
• Consult with stakeholders to design learning initiatives supporting organizational growth and customer experience effectiveness.
• Influence and negotiate across levels while representing the CX L&D team in strategic discussions.
• Use AI-supported data visualization and summary tools to present actionable insights and communicate the limitations of AI-assisted solutions.

Data and Analytics

• Own learning data strategy for key programs and analyze effectiveness, trends, KPIs, impact, and ROI.
• Use data to optimize learning experiences and support team members in applying the Kirkpatrick Model of Training Evaluation.
• Leverage AI-powered analytics to identify learning trends, skill gaps, and performance-support opportunities.
• Translate AI-derived insights into recommendations for program optimization.

Requirements

• 5+ years of learning and development experience.
• Proven experience designing, developing, and facilitating learning programs across multiple knowledge areas.
• Strong coaching and mentoring skills.
• Experience managing end-to-end learning programs, including cohort management and continuous improvement.
• Excellent stakeholder management, communication, organization, and prioritization skills.
• Data-driven approach with the ability to analyze program outcomes and apply insights.
• Strategic, proactive, and solution-oriented mindset.
• Ability to work effectively in a fast-paced, dynamic environment.
• Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions.
• Ability to travel up to 50% of the time.