Learning & Enablement Specialist

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!

The Learning & Enablement Specialist is a dynamic role combining learning science, creative content-making, and hands-on training. This role requires proficiency in instructional design as well as the capability to facilitate training sessions when necessary. The preferred candidate will demonstrate the ability to create engaging and effective learning experiences within a rapidly evolving environment.

Primarily focused on content creation and development, this specialist will dedicate most of their time to producing eLearning materials and other training solutions for multiple locations and regions in a fast-paced retail call center setting.

A secondary but important focus includes instructional design strategy and performance consulting support, helping to ensure that training solutions deliver meaningful impact on key business metrics for our stakeholders.

Applicants should possess advanced skills in AI-driven training design and development, utilizing platforms such as Vyond, Articulate Storyline, Second Nature, and AI LLM platforms. A successful candidate will be inquisitive about data and committed to developing learning programs that are modern, measurable, and meaningful. Demonstrated experience in leveraging AI tools for efficient content creation, using learner analytics for personalized learning pathways, and employing prompt engineering to optimize AI outputs is highly desirable.

• ~60% Learning Content Creation - developing eLearning modules, microlearning, job aids, video-based learning, and blended curricula
• ~30% Training Facilitation & Performance Consulting - delivering training including new and ongoing development sessions, conducting light needs analysis, supporting curriculum planning, and recommending performance-focused learning solutions

The following areas represent the core focus of this role.

• Develop engaging, learner-centered training content including eLearning modules, microlearning, video explainers, job aids, facilitator guides, and blended learning curricula using tools such as Articulate Storyline, Rise, Vyond, and Adobe Creative Suite
• Leverage AI-assisted content creation tools to accelerate the development of high-quality learning materials, including AI-based course builders, script generators, and visual design software
• Apply prompt engineering techniques to effectively guide AI platforms (such as Microsoft Copilot, ChatGPT, or similar tools) to generate accurate, relevant, and on-brand learning content faster and more efficiently
• Collaborate with subject matter experts (SMEs), managers, and cross-functional partners to translate complex processes and product information into clear, effective learning experiences
• Develop and maintain assessments, knowledge checks, scenario-based activities, and social learning strategies that reinforce retention and on-the-job application
• Manage and maintain course content within the Learning Management System (LMS), including course uploads, user assignments, and reporting

The following areas represent the secondary, but still important, focus areas of this role.

• Facilitate engaging, high-energy training sessions for call center agents when needed for new hire onboarding, product launches, process updates, and ongoing development programs, both in-person and virtually
• Use AI-powered performance coaching tools (such as Second Nature) to support agent skill development through realistic, scenario-based role-play simulations - providing learners with real-time feedback and personalized coaching at scale
• Conduct light needs assessments and performance gap analyses to identify root causes of performance issues and recommend appropriate learning interventions
• Partner with cross-functional teams, including Knowledge & Documentation, and Operations, to ensure training content is aligned with current processes and performance standards
• Track and analyze key learning metrics, including Speed to Proficiency (STP), course completion rates,…