Specialist, Learning and Development

We’re looking for a forward-thinking Learning & Development Specialist (Instructional Designer) who’s passionate about designing personalized, tech-enabled learning experiences that prepare our Customer and Creator Support advisors to handle complex conversations and troubleshooting. This role blends learning design, technology, and operations, helping to shape how our advisors learn, grow, and perform in an increasingly AI-powered environment. You’ll design learning experiences that span the full advisor journey—from onboarding and continuous development to skill mastery and performance enablement—while helping us evolve into a Learning Operations function that’s scalable, data-driven, and human-centered. You’ll build tailored, data-supported learning experiences that match advisor performance indicators and apply the Advisor Skills Matrix to offer precise development at a wide-reaching level. You will develop AI-assisted, simulation-based learning and bot-led training experiences to mirror real customer interactions and strengthen advisor confidence in complex, judgment-based scenarios. You will incorporate advisor assist technologies into learning design, helping advisors master new tools and workflows that enable faster, more accurate customer resolutions. You will create content across a range of formats, including micro-learning, video, gamified challenges, and just-in-time modules, to keep learning engaging and adaptive to different learning styles. You will use generative AI and emerging tools to streamline content development, personalize experiences, and scale high-quality learning efficiently. Partner with our global training team, operations, and stakeholders to embed learning into the advisor lifecycle, from onboarding through continuous upskilling and re-skilling. Support the integration of the Advisor Skills Matrix and learning-performance dashboards into the broader coaching framework, ensuring data directly informs learning priorities. Collaborate with site trainers to empower strategic thinking to facilitate simulations, coach critical thinking, and guide human-AI collaboration. Help shape new skilling pathways for advisors that support growth into specialized, white glove, roles. Contribute to building an integrated learning platform and ecosystem that connects content, data, and coaching tools for a flawless, personalized learning experience. Conduct ongoing needs analysis to identify skill gaps, emerging training requirements, and opportunities to align learning initiatives with operational goals. Analyze learning outcomes and performance data to iterate and improve content, ensuring training drives measurable improvements in advisor performance. Contribute to the development and enhancement of learning analytics dashboards that connect training initiatives to business results.