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Customer Experience Training Lead, Consumer Advocacy Resources

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Guardian Life

24d ago

  • Job
    Full-time
    Mid Level
  • People, HR & Administration
    Education & Teaching
  • New York
  • Quick Apply

AI generated summary

  • You need 4+ years in learning and development, a relevant Bachelor’s degree, experience in eLearning design, facilitation skills, strong analytics, and exceptional communication abilities.
  • You will design and scale CX programs, create engaging learning experiences, evaluate impact, build stakeholder relationships, and drive consumer-centric initiatives.

Requirements

  • 4+ years of experience in learning and development
  • Education: Bachelor’s degree in marketing, design, business administration, process improvement, experience design, human resources, organizational development or a related field preferred.
  • Experience facilitating cross-functional process improvement projects.
  • Experience designing eLearning modules with Articulate Storyline 2, Captivate or other eLearning development software
  • Track record of designing engaging and impactful development programs that improves individual, team, and company performance
  • Tracking and analyzing the performance of Consumer Advocacy tools and resources utilizing Excel, Google Analytics and Guardian Learning administration, as well as other related tools.
  • Outstanding facilitation, organizational, planning, and presentation skills to lead productive meetings, trainings, and workshops
  • Critical thinking skills, ability to define problems, establish facts and draw conclusions
  • Exceptional written and interpersonal skills
  • Strong technical aptitude with the ability to quickly learn and leverage new learning technologies, platforms, and digital tools
  • Strong people skills and a collaborative approach that aligns with Guardian’s core values
  • Strong storytelling skills and thought leadership with experience presenting to various audience types and driving results

Responsibilities

  • Design and scale new and existing CX programs that strengthen company culture, accelerate individual development, drive team productivity, enhance leadership capabilities, and foster organizational learning.
  • Craft and launch highly engaging, consumer-centric learning experiences for all levels, from individual contributors to executive leadership.
  • Champion the strategic development and execution of learning and organizational development initiatives that align with Guardian’s success factor of leading with the consumer at the center.
  • Collaborate with teams across Guardian to identify, develop, and deliver solutions that drive consumer-centricity and empathy.
  • Establish and maintain strategic relationships with key stakeholders to understand business needs and deliver impactful learning solutions.
  • Continuously evaluate impact and experience for Guardian colleagues and monitor performance to identify trends and provide insights for improvement.
  • Guide and influence CX learning strategy through thought leadership and expertise in adult learning principles.
  • Champion inclusion and accessibility throughout learning design, implementation, and beyond.
  • Provide thought leadership for consumer advocacy and experience with the goal of accelerating the transition from being a business-centric organization to a consumer-centric organization.
  • Develop strong business partner relationships - contribute by learning about the industry, Guardian’s business, market trends, driven environment.

FAQs

What is the primary responsibility of the Customer Experience Training Lead?

The primary responsibility of the Customer Experience Training Lead is to champion the strategic development and execution of learning and organizational development initiatives that align with Guardian’s commitment to providing exceptional consumer experiences.

What qualifications are preferred for this position?

A Bachelor's degree in marketing, design, business administration, process improvement, experience design, human resources, organizational development, or a related field is preferred, along with 4+ years of experience in learning and development.

What kind of experience is required for this role?

Candidates should have experience facilitating cross-functional process improvement projects and a track record of designing engaging and impactful development programs that enhance individual, team, and company performance.

What eLearning development software should candidates be familiar with?

Candidates should have experience designing eLearning modules using Articulate Storyline 2, Captivate, or other eLearning development software.

What skills are important for the Customer Experience Training Lead?

Important skills include outstanding facilitation, organizational, planning, and presentation skills, critical thinking abilities, exceptional written and interpersonal skills, strong technical aptitude, and storytelling skills.

How will the Customer Experience Training Lead contribute to Guardian's culture?

The Customer Experience Training Lead will design and scale CX programs that strengthen company culture, accelerate individual development, enhance leadership capabilities, and foster organizational learning.

What role does collaboration play in this position?

Collaboration is essential as the Training Lead will work with teams across the organization to identify, develop, and deliver consumer-centric solutions, while also maintaining relationships with key stakeholders to understand business needs.

How does this role prioritize consumer perspectives?

The Training Lead is dedicated to ensuring that consumers have a voice in every discussion, meeting, and decision and will continuously evaluate impact and experiences for Guardian colleagues with a focus on consumer centricity.

What type of learning opportunities will be crafted by the Training Lead?

The Training Lead will craft and launch highly engaging, consumer-centric learning experiences tailored for individuals at all levels, from individual contributors to executive leadership.

What is the salary range for this position?

The salary range for the Customer Experience Training Lead position is $93,080.00 - $152,915.00, determined based on the successful candidate's education, experience, knowledge, and abilities.

Are there benefits offered to employees in this position?

Yes, Guardian offers contemporary, supportive, flexible, and inclusive benefits to eligible employees, including skill-building, leadership development opportunities, and philanthropic resources.

Is Guardian an equal opportunity employer?

Yes, Guardian is an equal opportunity employer and considers all qualified applicants for employment without regard to various protected classifications.

How can I request an accommodation for the application process?

If you need reasonable accommodations to participate in the job application or interview process, perform essential job functions, or receive other benefits, please contact applicant_accommodation@glic.com.

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Guardian Life

Finance
Industry
5001-10,000
Employees
1860
Founded Year

Mission & Purpose

Guardian Life has been a trusted resource for over 160 years, dedicated to making a difference in people’s lives during critical moments. Serving 29 million consumers, Guardian helps individuals and families prepare for the future, supports business owners in caring for their employees, and assists people in recovering from unexpected loss. As a modern mutual insurance company, Guardian focuses on creating value beyond dividends by investing in its employees, fostering an inclusive culture, and uplifting communities through impactful programs. Their core values—doing the right thing, valuing people, shaping the future together, and going above and beyond—guide their mission to protect what matters most.