Senior L&D Specialist
Core
Design, develop, and facilitate learning programs for Customer Experience professionals, including new hire cohorts, focusing on AI tool integration and business alignment.
Role type
Senior Learning & Development Specialist (Instructional Design & Facilitation)
Builds
New hire programs, CX Academy cohorts, and AI-enabled learning curricula for customer support teams.
Domain
SaaS / Customer Experience / Human Resources
Required skills
Instructional design, live facilitation, program management, stakeholder management, data analytics, AI tool integration, content development, cohort management, coaching, strategic alignment
Preferred skills
Kirkpatrick Model expertise, AI-driven learning platform experience, data visualization, agile adaptation
Technologies
AI-enabled authoring tools, AI-driven learning platforms, AI-powered analytics dashboards, AI-supported data visualization tools
Responsibilities
Facilitate in-person, virtual, and hybrid learning sessions for CX teams; Lead comprehensive course design and content development; Manage end-to-end learning programs and new hire cohorts; Collaborate with senior leadership to align learning with business priorities; Own learning data strategy and measure program impact using KPIs; Integrate AI tools into curriculum and program administration.
Seniority
Senior, hands-on IC