The Role:
The Global L&D Team:
An integral part of the Global GM Customer Success & Operations (CX) framework, the Global Learning & Development Team spearheads the creation, implementation, and continuous enhancement of learning and development programs across our contact centers. This team plays a pivotal role in the lifecycle of learning initiatives - from onboarding new hires to spearheading targeted training efforts. By establishing clear processes, standards, and a robust governance model in collaboration with partners and operational teams, the goal is to forge captivating learning experiences that not only meet but exceed business objectives. In close alliance with business leaders and cross-functional teams, we customize learning strategies to provide unparalleled educational opportunities, ultimately fostering a culture of continuous improvement and excellence.
The Learning Strategist is pivotal in crafting, developing, and delivering impactful learning solutions across diverse educational landscapes. This role demands a customer-centric design ethos to uncover opportunities, expedite learning through lean experiments, and envision innovative customer experiences. Collaborating extensively with product owners, channel teams, researchers, creative teams, and business leads, the Learning Strategist is instrumental in defining the evolutionary trajectory of our digital products and customer interactions. Ensuring the created experiences transcend customer expectations while promoting cross-product and brand synergy is a fundamental responsibility of this role.
What You'll Do (Responsibilities):
Learning Design and Development:
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Perform job-task analysis and needs assessments to delineate clear learning objectives, thereby determining the most effective training solutions and performance enhancement strategies.
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Engage with managers and team members to establish training program goals, with an emphasis on developing a focused curriculum that elevates employee competency.
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Utilize instructional design principles and adult learning theories to craft course content in collaboration with subject matter experts, aiming for a mix of traditional and digital learning modalities to suit varied learning styles and business outcomes.
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Innovate training programs, starting from needs analysis to the selection of appropriate training methodologies, including lectures, role-plays, simulations, e-Learning, etc., ensuring alignment with learning objectives.
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Modify existing training materials to meet specific learning needs, and design evaluation methods to assess learning outcomes and training effectiveness, fostering continuous program improvement.
Learning Strategy:
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Work in tandem with business units and leaders to pinpoint strategic goals for training engagements, identifying essential competencies to support these objectives.
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Assess and refine existing curricula to enhance instructional effectiveness, devising strategic approaches for each training engagement to optimize learning outcomes.
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Advocate for innovative learning solutions by staying abreast of cutting-edge educational concepts and technologies, enhancing the instructional design framework through external collaborations.
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Establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives for all training programs, ensuring each has clearly defined success metrics. The role demands proficiency in designing and implementing evaluation frameworks that utilize both quantitative and qualitative data to gauge training effectiveness. The strategist will be responsible for facilitating continuous program improvement and demonstrating the tangible impact of training initiatives on organizational performance.
Stakeholder Collaboration:
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Foster robust relationships at all organizational levels to align and secure buy-in for learning initiatives, serving as the primary liaison between the business and training teams.
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Collaborate with business lines, channels, and brands to develop learning strategies and implementation roadmaps, applying adult learning theories and design thinking to craft engaging improvement programs.
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Ensure seamless project execution by working closely with content, graphics, and development teams, focusing on timely delivery, cost-efficiency, and quality.
Design Communication & Project Management:
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Champion user-centered design, employing compelling storytelling and communication to influence strategic decisions and foster positive customer experiences.
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Independently manage project initiatives, from gathering insights to risk mitigation and oversight, ensuring projects align with strategic goals and are delivered efficiently.
Additional Responsibilities:
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Other related duties as assigned by management. Responsibilities may include, but are not limited to, directly facilitating, and delivering training sessions, as and when needed. This entails effectively communicating complex concepts in a clear, engaging manner and adapting delivery techniques to suit diverse audiences and learning environments.
Essential Skills:
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Instructional Design Proficiency: Expertise in applying instructional design principles and adult learning theories to create engaging, effective training programs tailored to diverse learning styles.
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Analytical Thinking: Ability to conduct thorough needs assessments, job-task analyses, and evaluate training effectiveness using a variety of data analysis tools and methodologies.
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Strategic Planning: Strong capability in developing and implementing comprehensive learning strategies that align with organizational goals and enhance workforce capabilities.
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Project Management: Proficient in managing multiple projects simultaneously, from initiation through to completion, ensuring timely delivery and adherence to budget and scope.
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Collaboration and Stakeholder Management: Exceptional interpersonal and communication skills to effectively collaborate with team members, subject matter experts, business leaders, and external partners to achieve training objectives.
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Innovative Thinking: A creative mindset with the ability to leverage cutting-edge educational technologies and methodologies to enhance learning experiences and outcomes.
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Evaluation and Assessment Design: Skill in designing effective evaluation strategies and tools to measure learning outcomes and the impact of training on job performance and organizational success.
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Digital Literacy: Proficiency in using various e-learning development tools and platforms, as well as familiarity with the latest trends in digital learning solutions (Desirable Tools: Adobe Captivate, Camtasia, LMS, InsideBoard, Vyond, Articulate 360/Storyline). Proficient at Microsoft Office applications.
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Change Management: Ability to guide and support learners through changes in processes, technologies, and job functions, facilitating smooth transitions and adaptation.
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User-Centric Design: Strong focus on creating learner-centered training content that is accessible, engaging, and impactful.
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Performance Consulting: Skills in diagnosing performance issues and recommending appropriate learning interventions and other performance enhancement solutions.
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Communication and Presentation: Excellent verbal and written communication skills, including the ability to present complex information in a clear and persuasive manner to various audiences.
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Continuous Improvement Mindset: Commitment to ongoing professional development and staying abreast of the latest industry trends and best practices in L&D.
Your Skills & Abilities (Required Qualifications):
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Bachelor’s degree in education, Instructional Design, Organizational Development, Psychology, Business, or a related field.
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Instructional Design Certification such as: ATD (Association for Talent Development) Certifications, Certified Professional in Training Management (CPTM™), Learning and Performance Institute (LPI) Certification
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Familiarity with project management principles and tools, with formal certification (e.g., PMP or PRINCE2) considered a plus.
What Can Give You A Competitive Edge ( Preferred Qualifications)
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3-5 Years of Experience in Learning and Development: Demonstrated experience in designing, implementing, and evaluating training programs within a corporate or large organizational setting. Experience in a global or multicultural environment is highly valued.
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A master’s degree in these areas is highly desirable and may be preferred
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Instructional Design and Curriculum Development: Proven track record of developing comprehensive learning programs, incorporating a variety of instructional methodologies and technologies to meet diverse learning needs.
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Strategic Planning and Implementation: Experience in developing strategic learning initiatives that align with business objectives and drive measurable outcomes.
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Stakeholder Engagement: Strong background in collaborating with business units, subject matter experts, and senior management to gather requirements, align expectations, and deliver training solutions that meet organizational needs.
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Data Analysis and Evaluation: Experience in utilizing data analytics to assess training effectiveness and make evidence-based decisions to continually improve learning interventions.
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Digital Learning Solutions: Hands-on experience with the development and implementation of digital learning solutions, including web-based training, virtual classrooms, and mobile learning.
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Change Management: Experience in managing change, particularly in implementing new learning technologies, methodologies, or processes within an organization.
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Cross-functional Project Leadership: Demonstrated ability to lead and manage cross-functional project teams, ensuring on-time and on-budget delivery of learning projects.
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