Senior L&D Specialist

Key Responsibilities

• Facilitate in-person, virtual, and hybrid learning sessions across at least six distinct and complex knowledge areas
• Create inclusive, dynamic learning environments using interactive techniques and real-world examples
• Provide real-time feedback and coaching to learners
• Design and facilitate responsible and effective AI-tool training for CX teams
• Lead comprehensive course design and continuous improvement of learning materials
• Own content development and quality control for course updates
• Develop communication strategies for learning initiatives
• Manage complex, high-visibility learning programs end to end
• Oversee multiple CX Academy cohorts and monitor participant progress and engagement
• Drive program improvements using participant and stakeholder feedback
• Serve as a primary contact for senior stakeholders and department heads
• Consult with leadership to align learning initiatives with business priorities
• Own learning data strategy and track KPIs, program impact, and ROI
• Apply the Kirkpatrick Model of Training Evaluation
• Use AI tools for content design, program administration, project tracking, reporting, data visualization, and learning analytics

• 5+ years of L&D experience required
• Ability to travel up to 50% of the time
• Proven experience in learning program design, development, and facilitation across multiple knowledge areas
• Strong coaching skills
• Expertise in managing end-to-end learning programs, including cohort management and continuous improvement
• Excellent stakeholder management skills
• Ability to analyze program outcomes and use insights for continuous enhancement
• Strong communication and organizational skills
• Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions
• Demonstrated experimentation with AI applications in learning, communication, or content design
• Practical experience with modern AI tools and workflows used in L&D
• Familiarity with LLMs, prompt engineering, and APIs/integrations
• Familiarity with AI tools supporting content creation, data analysis, or learner engagement
• Ability to prompt and fine-tune AI tools
• Experience evaluating or implementing AI-enabled learning platforms
• Ability to thrive in a fast-paced environment and manage multiple priorities

Demonstrates expertise in Learning and Development (L&D) with a focus on designing and facilitating AI-enabled learning solutions. Proven ability to manage complex learning programs, analyze outcomes, and drive continuous improvement through stakeholder engagement and data-driven strategies.

• Learning Program Design
• AI-Enabled Learning Solutions
• Stakeholder Management
• Cohort Management
• Kirkpatrick Model Application

• Learning Program Development
• AI Tool Implementation
• Content Development
• Data Analysis
• Program Evaluation
• Continuous Improvement
• Coaching
• Project Tracking
• Learning Analytics
• KPI Tracking

• Strong Communication
• Organizational Skills
• Coaching Skills
• Adaptability
• Stakeholder Engagement

• Learning and Development
• CX Academy
• Hybrid Learning
• Participant Engagement
• Training Evaluation

• AI Tools for Content Design
• Learning Management Systems
• Data Visualization Tools
• Modern AI Workflows
• APIs/Integrations