# Senior L&D Specialist

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO, Las Vegas, NV, New York, NY, Phoenix, AZ, San Francisco, CA
**Role:** People Ops
**Experience:** 5+ years
**Skills:** Learning And Development, Instructional Design, Course Design, Program Management, Facilitation, Coaching, Stakeholder Management, Data Analysis, Kirkpatrick Model, Artificial Intelligence, AI Tools, Learning Analytics, Cohort Management, Project Tracking, Data Visualization
**Posted:** 2026-09-04

> Leads design, facilitation, analytics, and stakeholder management for complex CX learning programs. Requires 5+ years of L&D experience, strong coaching and program-management skills, data-driven decision-making, and experience delivering AI-enabled learning solutions.

## Job Description

## 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.

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