Entry Level ; Learning & Development / Training Specialist

We're seeking a dedicated and knowledgeable L&D professional to join our team as a Customer Experience L&D Design & Deployment Specialist contractor. In this role, you will be responsible for supporting the learning and development needs of our consumer department, ensuring that our team members are equipped with the necessary knowledge and skills to deliver exceptional customer experiences. As a CX L&D Design & Deployment Specialist, you will play a critical role in designing, deploying and evaluating learning programs to enhance the performance and growth of our consumer support team.

• Deploying of existing training materials
• Personality and a good demeanor are the most important
• Self-Starter/Self-motivated
• Resilient to change & adaptable
• Instructional Design Skills: Strong understanding of instructional design principles, adult learning theory, and training methodologies. Proficiency in using authoring tools, learning management systems (LMS), and e-learning platforms.
• Creative /E-Learning design “own deployment of existing”
• Safety net (Scored, graded, etc.)
• Puts together training programs.
• Great soft skills is most critical: “Self-starters” that can work/thrive in a fast pace, shifting & pivoting global company “juggle many balls” etc
• Clear communication
• Excellent written & verbal communication skill s
• Training Blended learning (assignments )
• Project /coordination/logistics
• Docebo (L&D tool)
• Entry level to 1-3 years of experience in L&D roles, preferably in a consumer-focused industry.
• Coordinating Live sessions & nesting sessions
• All front-line customer support
• Work cross-functional coordination; Interacting w/ Global teams, and working w/ teams globally
• LMS Tool: Nice to have
• Cross-functional parts across the globe
• Given a problem and can figure it out
• Preferably Customer Experience
• Training or L&D environment (preferred not required)
• Work with Sr. Manager CX L&D /Training Ops
• Cross functionally, schedule w/ workforce mgmt.
• Request/intake: JIRA
• Project Coordination &PM (LIGTH)
• New hire onboarding
• Training Consumer front-line agents
• Strong Project Coordination & Administration
• Deploy existing training content

Responsibilities:

• Supports select content creation efforts (script writing, Articulate course design)
• Supports L&D content maintenance tasks (setting permissions, adding fields)
• Learning Technology: Stay up-to-date with learning technologies and tools to enhance training delivery and engagement. Explore and recommend innovative approaches, such as gamification or mobile learning, to optimize learning experiences for consumer support team members.
• Training Deployment: Owns BAU deployment of existing training content (NHO, NTQ, RTQ)
• Collaboration: Support ad hoc projects and initiatives for the CX L&D Consumer pod. Collaborate with cross-functional teams, including Consumer Support, Subject Matter Experts, and Training Coordinators, to align training programs with business objectives and address specific departmental needs.
• Content Maintenance: Support L&D content maintenance tasks (setting permissions, adding fields)
• Training Administration: Manage the logistics of training programs, including scheduling, participant registration, training coordination, and resource management.
• Owns BAU deployment of existing training content (NHO, NTQ, RTQ)
• Learning Design: Collaborate with team members to support select content creation efforts (script writing, Articulate course design). This includes onboarding, product training, soft skills development, and customer service excellence.
• Supports ad hoc projects and initiatives for the CX L&D Consumer pod
• Foster strong relationships with stakeholders to ensure training programs meet organizational goals.

Skills:

• Instructional Design Skills: Strong understanding of instructional design principles, adult learning theory, and training methodologies. Proficiency in using authoring tools, learning management systems (LMS), and e-learning platforms.
• Analytical Abilities: Strong analytical and problem-solving skills. Ability to assess training needs, evaluate training effectiveness, and use data-driven insights to improve training programs.
• Collaboration and Relationship Building: Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams and stakeholders. Proven ability to build positive relationships and influence others to support L&D initiatives.
• Adaptability and Flexibility: Ability to adapt to changing priorities, handle multiple projects simultaneously, and work in a fast-paced environment. Openness to new ideas, technologies, and approaches in learning and development.
• Communication and Facilitation: Excellent verbal and written communication skills. Ability to deliver training sessions effectively, facilitate group discussions, and engage participants of varying skill levels.
• Attention to Detail: Strong attention to detail in designing training materials, managing training logistics, and ensuring accuracy and quality in training content.

Education:

Qualifications:

• Education: Bachelor's degree in Human Resources, Training, and Development, Education, or a related field. Relevant certifications in training and development are a plus.
• Experience: Minimum of 1-3 years of experience in L&D roles, preferably in a consumer-focused industry. Experience in designing and delivering training programs for customer service or consumer support teams is highly desirable, but not required.