L&D Learning Strategist

Global Learning and Development - L&D Learning Strategist

Global CX Learning & Development Team 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.

Perform job‑task analysis and needs assessments to delineate clear learning objectives, thereby determining the most effective training solutions and performance enhancement strategies.

Engage with managers and team members to establish training program goals, with an emphasis on developing a focused curriculum that elevates employee competency.

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.

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.

Modify existing training materials to meet specific learning needs, and design evaluation methods to assess learning outcomes and training effectiveness, fostering continuous program improvement.

Work in tandem with business units and leaders to pinpoint strategic goals for training engagements, identifying essential competencies to support these objectives.

Assess and refine existing curricula to enhance instructional effectiveness, devising strategic approaches for each training engagement to optimize learning outcomes.

Advocate for innovative learning solutions by staying abreast of cutting‑edge educational concepts and technologies, enhancing the instructional design framework through external collaborations.

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.

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.

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.

Ensure seamless project execution by working closely with content, graphics, and development teams, focusing on timely delivery, cost‑efficiency, and quality.

Champion user‑centered design, employing compelling storytelling and communication to influence strategic decisions and foster positive customer experiences.

Independently manage project initiatives, from gathering insights to risk mitigation and oversight, ensuring projects align with strategic goals and are delivered efficiently.

Other related duties as assigned by management. Responsibilities may include, but are not limited to, directly…