Learning and Development Strategist

Join a leading global organization dedicated to pioneering exceptional customer experiences and operational excellence. We are committed to fostering a culture of continuous learning and innovation, driving success across our expansive customer-facing operations. As a strategic partner, Aquent is seeking exceptional talent to contribute to this dynamic environment.

We are looking for a visionary and impactful individual to step into a pivotal role, shaping the future of learning and development within our customer success framework. This is an opportunity to revolutionize how our teams acquire critical skills, enhance performance, and ultimately deliver unparalleled service to our customers. You will be at the forefront of designing and implementing learning solutions that directly influence operational efficiency, customer satisfaction, and the professional growth of thousands. Your expertise will be instrumental in fostering a culture of continuous improvement and excellence, making a tangible difference in our global operations.

As a key member of our Learning & Development Team, you will craft, develop, and deliver impactful learning solutions across diverse educational landscapes. This role demands a customer-centric design ethos to uncover opportunities, expedite learning through lean experiments, and envision innovative customer experiences. Collaborating extensively with product owners, channel teams, researchers, creative teams, and business leads, you will be instrumental in defining the evolutionary trajectory of our digital products and customer interactions. You will ensure that the created experiences transcend customer expectations while promoting cross-product and brand synergy.

Key Responsibilities:

• Learning Design & Development: Perform comprehensive job-task analyses and needs assessments to define clear learning objectives and determine the most effective training solutions. Engage with managers and teams to establish program goals, developing focused curricula that elevate employee competency.
• Instructional Innovation: Utilize instructional design principles and adult learning theories to craft engaging course content, collaborating with subject matter experts. Innovate training programs from needs analysis to methodology selection (lectures, role-plays, simulations, e-Learning) to suit varied learning styles and business outcomes.
• Strategic Curriculum Enhancement: Assess and refine existing curricula to enhance instructional effectiveness, devising strategic approaches for each training engagement to optimize learning outcomes. Advocate for innovative learning solutions by staying abreast of cutting-edge educational concepts and technologies.
• mpact Measurement & Evaluation: Establish SMART (Specific, Measurable, Achievable, Relevant, Time-bound) objectives for all training programs, designing and implementing evaluation frameworks that utilize both quantitative and qualitative data to gauge training effectiveness and demonstrate tangible impact on organizational performance.
• Stakeholder Collaboration: Foster robust relationships across all organizational levels, serving as the primary liaison between business and training teams to align and secure buy-in for learning initiatives. Collaborate with business lines and channels to develop learning strategies and implementation roadmaps.
• Project Leadership & Communication: Independently manage project initiatives from insight gathering to risk mitigation, ensuring timely delivery, cost-efficiency, and quality. Champion user-centered design, employing compelling storytelling to influence strategic decisions and foster positive customer experiences.
• Training Delivery (as needed):** Directly facilitate and deliver training sessions, effectively communicating complex concepts in a clear, engaging manner and adapting delivery techniques to suit diverse audiences and learning environments.

Qualifications:

• Must-Have:
  
  
  
  • Education: Bachelor's degree in Education, Instructional Design, Organizational Development, Psychology, Business, or a related field.
  • Experience: 3-5 years of demonstrated experience in Learning and Development, including designing, implementing, and evaluating training programs within a corporate or large organizational setting.
  • Instructional Design & Curriculum Development: Proven track record of developing comprehensive learning programs, incorporating a variety of instructional methodologies and technologies.
  • Strategic Planning & Implementation: Experience in developing strategic learning initiatives that align with business objectives and drive measurable outcomes.
  • Stakeholder Engagement: Strong background in collaborating with business units, subject matter experts, and senior management to gather requirements and deliver solutions.
  • Data Analysis & Evaluation: Experience utilizing data analytics to assess training effectiveness and make evidence-based decisions.
  • Digital Learning Solutions:** Hands-on experience with the development and implementation of digital learning solutions (web-based training, virtual classrooms, mobile learning).
  • Technical Proficiency: Required knowledge and hands-on experience with e-learning development tools and platforms such as Articulate 360/Storyline, Captivate, Camtasia, Vyond, and various Learning Management Systems (LMS). Proficient in Microsoft Office applications.
  • Project Leadership:** Demonstrated ability to lead and manage cross-functional project teams, ensuring on-time and on-budget delivery of learning projects.
  • Certifications: Instructional Design Certification such as ATD (Association for Talent Development) Certifications, Certified Professional in Training Management (CPTM), or Learning and Performance Institute (LPI) Certification. (only 1 required but multiple would be a plus)
  
  
  
  

• Nice-to-Have:
  
  
  
  • Master's degree in Education, Instructional Design, Organizational Development, Psychology, Business, or a related field.
  • Experience in a global or multicultural environment.
  • Familiarity with project management principles and tools, with formal certification (e.g., PMP or PRINCE2).
  • Background in customer assistance or contact center environments.
  
  
  
  

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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