Customer Experience Trainer

Customer Experience Trainer

Join Tampa Electric and build a rewarding career with competitive pay, comprehensive benefits, and a culture that supports your growth. Tampa Electric proudly delivers 99.98% electric service reliability to nearly 860,000 customers across Hillsborough County and parts of Polk, Pasco, and Pinellas counties. Through innovation and strategic investments, we're creating a cleaner, brighter energy future—while delivering exceptional service every step of the way.

We reflect the communities we serve and foster a workplace where every employee feels welcomed, valued, and engaged. Join our team of energy experts and help shape the future of power.

Storm Duty Requirements:
Responding to storms will be considered a condition of employment. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our Tampa Electric customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

Responsible for developing and delivering high quality training in various formats (online, facilitator led, virtual, simulations and informal learning) to Customer Experience business units and at times departments outside of Customer Experience. Responsible for maintaining and enhancing existing training programs to consistently meet the goals and needs of the Business Units and reflect industry best practices for the learner experience possible.

As a Subject Matter Expert (SME) in the areas of adult learning and communication, the Customer Experience Trainer and Sr. Customer Experience Trainer will serve on project teams with a team on training development design and responds to inquiries within TEC and PGS. Requires in depth knowledge of instructional development, advanced business, and technical concepts, and demonstrated ability to develop positive and productive relationships with business partners.

Plans and conducts work requiring judgment in the independent evaluation, selection and substantial adaptation and modification of standard techniques, procedures, and processes; devises new approaches and solutions to problems encountered; independently performs assignments.

Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, qualifications, and accomplishments. Advancement is not automatic, i.e. based solely on time in the job, but will be based on direct observation of the employee's performance, accomplishments, qualifications, and the business and/or technical needs of the department.

Primary duties and responsibilities include designing, developing, and delivering training and informational programs utilizing Adult Learning theory, course design practices and utilizing various formats (e learning, facilitator led, virtual, etc.) to create a highly effective blended learning environment. Ensure a high quality of training programs, materials, and presentations. Analyze training and development needs through research, data collection, focus groups and other methods, resulting in measurable training requirements for technical and non-technical training in support of small to medium sized training projects.

Create action plans to address identified knowledge and process gaps. Develop and deliver Customer Experience Training, refresher training, skill based and technical training (new products, processes, and systems). Leverage a variety of facilitation methodologies including lectures, role play, simulations, case studies, technology-based training, or e-learning effectively. Partner with various TEC/PGS business units, maintaining awareness of organizational changes to modify and maintain existing instructional materials and tools.

Utilizes sound instructional design processes to ensure accuracy and consistency of content and message. Responsible for overseeing class participants performance, attendance in conduct during class. This includes working with the…