Description
We are looking for a Senior Learning Management Consultant to join the Training & Onboarding Team within Customer Service & Support. This role is responsible for designing, developing, and delivering learning solutions that support the onboarding and continuous development of Customer Service professionals.
Key Responsibilities
- Deliver product and process training sessions in a live, virtual, and blended environment
- Manage training logistics, including scheduling, registration, and attendance tracking
- Develop curricula for Customer Service professionals efficiently
- Conduct needs analysis to determine training needs and delivery methods
- Partner with Training Team, Quality Team, Customer Service leadership, and other internal stakeholders to deliver needs-based training
- Determine appropriate instructional procedures/methods and develop corresponding curricula and reference guides
- Measure the effectiveness of existing training programs and utilize data to enhance the learning experience
- Evaluate customer contacts and provide feedback and coaching
- Develop effective communication vehicles to ensure training and quality programs are fully understood and appreciated by learners and stakeholders
- Participate in quality and calibration sessions serving as a subject matter expert
- Collaborate with instructional designers to create, design, and develop various learning materials
- Consult with internal stakeholders on ways to leverage training with respect to their business plans and goals
- Incorporate adult learning principles into all components of curriculum effectively
- Apply business acumen to build and document the business case for investing in learning and development programs
- Lead project management activities for training initiatives, overseeing the full lifecycle from planning to evaluation and improvement
- Adjust learning approach, course structure, and training timeline in a fast-paced environment
- Instill an understanding of how learning objectives align with strategic goals
Required Qualifications
- Bachelor’s Degree required
- Advanced knowledge of training models and measurements (e.g., ADDIE, Kirkpatrick)
- Excellent writing, presentation, and overall communication skills
- Excellent organization and prioritization skills
Preferred Qualifications
- Educational background or coursework related to Education, Learning & Development, or a related field
- 2-3 years of training experience or background with similar industry experience
- Strong knowledge of Thomson Reuters Legal products and services
What’s in it For You?
- Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office)
- Flexibility & Work-Life Balance: supportive workplace policies, including work from anywhere for up to 8 weeks per year
- Career Development and Growth: culture of continuous learning and skill development
- Industry Competitive Benefits: comprehensive benefit plans, including flexible vacation, Mental Health Days off, access to Headspace app, retirement savings, tuition reimbursement, and employee incentive programs