(Usa) Senior Learning Designer, Customer Care - Walmart.com

Position Summary...

What you'll do...

We are seeking an experienced Senior Learning Designer to join our Customer Care Learning & Development Design Team. The Senior Learning Designer will own the architecture and design of New Hire training programs for all Customer Service support teams. The ideal candidate is innovative, energized by quick timelines, and capable of architecting best in class learning programs and initiatives.

You Will Wow Us If You Have Experience

• Measuring the impact of New Hire development programs.
• Architecting and executing programs that help new & and existing associates attain the knowledge and skills required for Customer Care roles.
• Scoping New Hire training development needs and enhancing content to ensure program effectiveness.

This role may include up to 25% travel.

Leads technology-enabled learning solution recommendations by identifying new technologies to support training needs; reviewing, analyzing, and evaluating current training systems and databases; comparing system functionality and training program needs; recommending e-learning solutions; and driving adoption of tools across organization. Leads the design and development of Customer Care training programs by identifying and addressing operational needs with training development and/or enhancements; auditing existing learning materials; creating and or overseeing the development of content, procedures, and tools in a variety of media based on learning needs, target population capabilities, and job requirements; sequencing learning objectives, course components, time allotments, and experiential activities; collaborating with user groups; conduction research on learner needs, knowledge and performance gaps, and needed behavioral changes; identifying and recommending adult learning theories and methods that address training needs; and designing training curriculum.

Leads training curriculum development by analyzing and evaluating requests for training in order to guide curriculum development; determining skill or performance gaps; developing training metrics in align with operational key performance indicators (KPIs); developing and approving content based on instructional methods and objectives (for examples, interactive exercises, games, simulations); providing feedback and support to ensure timelines, metrics, and work quality are achieved; developing content for skill gaps identified in collaboration with the operations teams; calculating the costs and benefits of the training program or project; and working with key stakeholders (for example, facilitators, operations) to ensure accuracy of training program.

Measures training effectiveness by aligning training assessments to the operational business; collecting and evaluating training and performance data; determining training's impact on operational key performance indicators (KPIs); collaborating with key stakeholders to enhance the effectiveness of training in addressing performance gaps; and utilizing training data and feedback to revise the training programs.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Live our Values

Culture Champion

• Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.

Servant Leadership

• Is consistently humble, self-aware, honest, and transparent.

Embrace Change

Curiosity & Courage

• Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Digital Transformation & Change

• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Deliver for the Customer

Customer Focus

• Delivers results while putting the customer first and applying an omnimerchant mindset and the EDLP and EDLC business models to all plans.

Strategic Thinking

• Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.

Focus on our Associates

Diversity, Equity & Inclusion

• Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.

Collaboration & Influence

• Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with

impact to a range of audiences; and demonstrates energy and positivity for own work.

Talent Management

• Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others'

contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor's degree in Business Administration, Communications, Human Resources, or related field and 1 year's experience in learning and development, training, customer service center, or related field OR 3 years' experience in learning and development, training, customer service center, or related field.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Developing and implementing training curriculum, Working in customer care centers

Primary Location...

5300 WESTPORT PKWY, FORT WORTH, TX 76177, United States of America