Overview: The Talent Development Learning Experience Designer is responsible for developing and delivering training content to upskill associates across the organization in technical skills. Additionally, this role is also responsible for facilitating the gathering of critical knowledge from manuals, training materials, and subject matter experts (SMEs) across impacted Business Units, and structuring that knowledge for access in the flow of work. This role acts as a liaison between Human Resources, Shared Services, and Business Units to support the effective use of software and web applications by end users. This is a consultative role responsible for designing and delivering successful knowledge management (KM) and learning and development (L&D) interventions to increase adoption and remove barriers to effectively use technical skills. The ideal candidate is a lifelong learner who quickly grasps new information and uses their expertise in instructional design and communication to build learners' skills through holistic training methods that includes the integration of KM. Additionally, the candidate has a disciplined approach to information and KM methodologies and is able to partner with internal SMEs to deliver relevant content to associates at varying levels of responsibility. The incumbent works with minimal supervision and independently makes a broad range of critical decisions, escalating when appropriate. Responsibilities:
What you will do:
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Conducts needs assessment to effectively identify training requirements and technical skill needs, then designs, develops, and delivers knowledge and training solutions to meet user needs. Solution development is done in partnership with business unit leaders, SMEs, and project managers (when applicable) to create and maintain a knowledge base and training programs that drive business, customer and associate value.
- Leverages a variety of training methods such as live instructor-led training, live virtual training sessions, eLearning, workshops, job aids and other methods as required. Designs learning journeys to engage learners and scaffold knowledge appropriately. Maintains and enhances training library within LMS.
- Evaluates the effectiveness of training and makes adjustments to existing content to drive continuous improvement.
- Practices knowledge management (KM) techniques in support of the Knowledge Services Program, such as knowledge transfer, after action reviews, and content management. Collaborates with SMEs to codify tacit knowledge, implement knowledge validation processes, and use KM repositories such as Salesforce's Knowledge tool. Leads knowledge harvesting efforts to locate, organize, and standardize knowledge, prioritizing access in the flow of work by multiple lines of business and shared service teams.
- Designs, develops, and delivers learning journeys and training content to onboard business units to new software, such as the Enterprise Engagement Platform (EEP) powered by Salesforce. Collaborates with technical teams, Organizational Change Management (OCM), and business units to define scope and tactics.
- Designs, develops, and delivers knowledge and training content to support enhancements to software applications such as EEP. Selects appropriate KM/training method based on the content, audience, and scope. Stays apprised of enhancements delivered through biweekly sprints. technical teams, Organizational Change Management (OCM), and business units to coordinate KM/training delivery schedule.
- Champions KM and learning and development (L&D) across the organization. Designs and implements campaigns to market KM and L&D services to internal associates.
- Develops strong cross-functional partnerships with Human Resources, Shared Services and Business Units to ensure the design, development and implementation of strategic initiatives align with W&S culture, mission and vision and meet organizational needs. Effectively networks with key internal stakeholders to influence positive changes to how knowledge and development is managed and leveraged in the organization.
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Stays aware of trends for KM, Talent Development Human Resources and Financial Services industries. Regularly shares key learnings with KM Lead, Stakeholders and HR partners and applies best practices.
- Ensures all processes, practices and program comply with all Company policies, and federal, state and local laws and regulations regarding recruiting and other employment practices. Partners with Human Resources, Compliance and Legal departments as appropriate.
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Performs other duties as assigned.
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Complies with all policies and standards.
Qualifications:
- Bachelor's Degree - Required
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Related experience in Learning and Development, Knowledge Management, Information Systems, Project Management, Finance, Operations, Communications, Organizational Change Management, or a related function. - Required
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Demonstrated ability to conduct presentations in a logical manner that effectively and concisely communicate key points. Uses appropriate grammar, pronunciation, pace and tone consistent with audience and content. Proven ability to convey information in a clear, concise, focused manner in written and verbal communication. Creates a productive learning environment for participants, is able to successfully overcome participants' objections and manage sessions in a productive manner. -
- Demonstrated strong listening skills to understand stakeholders' information and knowledge needs. -
- Demonstrated ability to assess needs and leverage insights to design, test, deliver and implement effective knowledge, content and training solutions. -
- Proven ability to effectively collaborate, partner and influence cross-functionally to achieve program and project objectives. -
- Proven ability to coordinate multiple projects simultaneously. Demonstrated strong attention to detail with excellent organization and project management skills to include the identification of key stakeholders, development and implementation of a plan. Displays organization and time management/methods used to manage or prioritize workload demands. -
- Demonstrated understanding of KM lifecycle or ability to learn how to introduce best practices to promote a knowledge-sharing culture. -
- Proven knowledge of and experience using training program development and evaluation, adult-learning theory and instruction design methods, either formal or informal. -
- Demonstrated understanding and application of change management methods, concepts and strategies. -
- Proven ability to coordinate or implement operational systems and processes effectively, displaying a continuous improvement mindset. -
- Proven proficiency with technology including databases and related tools including the ability to learn system configuration. -
- Demonstrated ability to consolidate and report data into stories. -
- Proven proficiency in information systems, content management, library sciences or related field a plus. -
- Proficient in Microsoft Office Suite. -
- eLearning authoring tools such as Articulate 360, Camtasia, and others -
- Experience working learning management systems and/or knowledge management systems. -
- SalesForce or similar CRM platform a plus but not required. -
- Web conferencing, SharePoint and Tableau a plus. -
Work Setting/Position Demands:
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Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
- Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
- Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
- Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
- Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
- Performs substantial movement of wrists, hands, and fingers for continuous computer work.
- Extended hours required during peak workloads or special projects/events.
Travel Requirements:
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Occasional travel as needed.
