About the job
Be a vital part of empowering our global customers to connect with culture through their passions.
Why You'll Love This Role
As a Learning Experience Specialist, you will be instrumental in fostering team performance and enhancing learning excellence within the Customer Service division.
In this position, you will serve as a subject matter expert, trainer, and coach, guiding team members to provide exceptional customer experiences while equipping them with the necessary knowledge and tools for success. You will extend real-time operational support to both front-line and back-line agents while also designing, facilitating, and refining training programs across the Customer Service organization. Collaborating closely with Customer Service leadership, program managers, instructional designers, knowledge managers, and subject matter experts, you will contribute to driving consistency, performance, and continuous improvement throughout the team.
This role demands a blend of servant leadership, coaching, operational support, and training development, catering to both new hires and seasoned team members in a dynamic and evolving environment.
Key Responsibilities
Learning & Training Development
- Design, develop, and maintain training resources and programs across various delivery formats, including facilitator-led training, video, and eLearning.
- Conduct in-person and virtual training sessions, encompassing onboarding, systems training, change management training, and other learning initiatives.
- Create and oversee training schedules and learning assignments in the Learning Xchange.
- Monitor and document training progress, learner engagement, and completion metrics through scorecards and reporting tools.
- Assess training effectiveness through feedback, assessments, and review cycles, continually enhancing training content and delivery methods.
- Collaborate with People Development and leadership teams to test, refine, and enhance training resources and programs.
- Implement and reinforce job aids, quick reference guides (QRGs), and process updates to ensure team alignment on operational changes.
- Provide ongoing training support and mentorship for both new hires and existing team members.
Team Leadership & Operational Support
- Act as a Subject Matter Expert (SME) delivering real-time support and guidance to team members, fostering a culture of excellence.
