Senior Learning & Development Specialist, Worldwide Customer Service

Come build scalable learning experiences that drive the global development of customer-centric behaviors across Amazon! The Customer Connection Customer Service (C2CS) Team is looking for a seasoned Learning and Development Professional to join our global team. The successful candidate will have a hands-on role building and deploying learning solutions and using customer feedback to improve the learning experience as well as serve as the Design Lead for the rest of the team. The team uses a collaborative approach to learning design including sharing storyboards, prototypes, etc. early and often with the rest of the team for feedback and the opportunity to raise the bar with each piece of learning design. This position requires full ownership of the design, deployment, and measurement of impact of learning solutions in collaboration with the broader team.

This role will be responsible for designing, developing, and measuring the impact of both live and asynchronous learning products that drive the development of core customer-centric behaviors at scale across Amazon. This will include contributing to the overall learning strategy and mapping out a fully blended set of learning products to develop the core behaviors of customer obsession. The successful candidate will take end-to-end ownership of both planning and execution responsibilities for assigned project/s and program manage key aspects of learning programs. They will create and deliver closed-loop feedback mechanisms to determine the efficiency and impact of the learning products (e.g., surveys, small focus groups, etc.). They will work with SMEs and diverse stakeholders to design, build, and pilot learning products. They will use data to influence and advance ideas and use writing as a tool to share project results including recommendations for future iterations or expansion of work.

As the lead designer on the team, the successful candidate will also organize and lead weekly design meetings to review draft learning objects, recommend and codify processes that help support the design process (i.e., feedback rubrics, naming conventions, etc.), and encourage discussion on new approaches and ideas to design. Additionally, they will audit the development of learning objects to ensure quality and alignment to overall product design and goals; influence design choices & support designers as well as oversee the integration and coherence of all learning products.

The ideal candidate will be comfortable working on multiple projects in a fast-paced, high-energy environment with a high degree of ambiguity. They will have experience working with SME’s across multiple disciplines and using data to advance ideas and influence others. They will have a track record of project management in the area of learning and development, from conception and design through to implementation, delivery, measurement and continuous improvement. They will be an adult learning professional who is creative, analytical, and customer-obsessed. They must also be willing to roll up their sleeves and do what it takes to get the job done while insisting on the highest standards.

This is a great opportunity for a seasoned learning professional who is seeking new challenges, is passionate about customer obsession, and open to learning something new and different in the learning design space.

Portfolio and/or eLearning sample are required at interview.

Key job responsibilities

• Use appropriate tools and delivery methods to produce blended learning materials using AGILE methodologies.
• Continually evaluate solutions for quality, behavioral and business impact, and scalability.
• Leverage technology to improve learner access to materials and provide just in time learning.
• Pursue a deep understanding of learner roles and work with SMEs to ensure that learning solutions meet learner needs.
• Maintain knowledge of new learning approaches, technology, and tools through continuous research to ensure our solutions deliver innovation.
• Participate in our internal community of learning professionals to share best practices and identify emerging learning needs.
• Develop assessments that measure learner outcomes.
• Serve as Design Lead for the rest of the team
• Contribute to and elevate the team’s design thinking

A day in the life
This is a fast-paced, innovative learning design position. The team uses an agile and collaborative development process and encourages team members to share their work with one another early and often. LxDs on the team own end-to-end design responsibilities including SME research to identify Amazon cases and examples, drafting storyboards, etc. all the way through the build and launch phases of design. LxDs on the team will interface with internal leaders at all levels in pursuit of this work and will be directly contributing to developing customer-obsessed employees across the entire company.

About the team
We are an innovative and agile learning design team. We’re building compact, scalable learning content based on David Rock’s AGES model to drive the development of customer-obsessed employees globally across Amazon.

• Experience developing asynchronous and synchronous learning solutions (e-learning, virtual communities, performance support tools, self-assessments, videos, and curated micro-learning)
• Established track record of planning and executing large scale, cross-functional initiatives
• Computer-based interactive learning experience design and in-person learning simulation design and development
• Technical experience/background a big plus
• Excellent written and oral communication skills
• Ability to work independently, take on large amounts of responsibility and condense a variety of strong opinions in a dynamic environment
• Superior organizational skills to keep projects focused and on task
• Ability to influence others and elevate the team’s design thinking