Designs, facilitates, and evaluates data-driven learning programs for customer experience teams. Responsibilities include instructional design, AI-enabled training, cohort and program management, stakeholder consultation, learner coaching, communications, and learning analytics. The role owns program outcomes, uses Kirkpatrick Model evaluations and KPIs to optimize learning, and mentors learners and junior team members while partnering with senior leadership.

Serve as a trusted HR advisor handling complex employee relations matters: investigations, conflict resolution, performance management, documentation, and risk assessment. Coach managers, partner with Legal and People teams, surface systemic risks, and use data-driven insights to improve fairness and organizational outcomes.