Specialist, CX Learning & Development, Training & Continuity

Job Description

Specialist, CX Learning & Development, Training & Continuity (Streaming Product)

As a Specialist in Training & Continuity, you will play a vital role within Warner Bros. Discovery's Global Customer Experience (CX) Learning, Development, and Delivery team, focusing primarily on supporting the Europe, Middle East, and Africa (EMEA) Region. Your responsibilities include developing, localizing, and delivering a superior global training curriculum specifically tailored for events, releases, and launches across the EMEA markets. This position offers the unique opportunity to craft effective and engaging learning experiences that are essential in advancing a world-class CX team, ensuring alignment with the specific needs and dynamics of the EMEA region.

Your Role Accountabilities
• Execute the learning and development strategy to meet local needs in EMEA while aligning with global standards and objectives, with the potential to support global markets.
• Collaborate with the broader CX team to ensure training initiatives are synchronized with goals and support business growth in diverse markets.
• Develop and tailor training materials and communication for events, releases, and launches in EMEA, while designing and implementing innovative training programs that meet local needs and preferences and are adaptable to global applications.
• Review and monitor advocate interactions (verbatim, AHT, CSAT, etc.) to identify opportunities and/or knowledge gaps post-launch.
• Participate in calibration sessions, monitoring, and/or mystery contacts to ensure advocates are supporting customers in accordance with the training.
• Work with various CX teams to ensure the training curriculum for events, releases, and launches captures the latest information, details, and processes for each region/market, ensuring all stakeholder perspectives are addressed.
• Foster a collaborative team environment that promotes shared learning and cross-regional support.
• Build and maintain strong relationships with external partners to support CX objectives.
• Utilize established KPIs and leverage analytics to assess the effectiveness of training programs, implementing data-driven adjustments to optimize outcomes.
• Provide detailed reports and feedback to management on the outcomes of learning initiatives.
• Stay abreast of the latest trends and best practices in L&D to continually enhance the curriculum and instructional methodologies.
• Encourage and incorporate feedback from participants and instructors to continuously improve program content and delivery.
• Ensure that all L&D programs respect cultural nuances and promote inclusion across diverse populations within the organization.
• Facilitate Train the Trainer and advocate training, when applicable.
• Opportunity to travel domestically and internationally to support ongoing business needs.

Skills and Experience
• Experience in developing, designing, and implementing learning and development materials both online and offline.
• Proficiency in applying adult learning and instructional design principles to create effective educational content.
• Ability to work effectively within both virtual and in-person team environments.
• Exceptional facilitation, presentation, and listening skills.
• Ability to understand, interpret, and analyze data effectively.
• Proficiency in using data to identify opportunities and inform decision-making processes.
• Adaptable to respond and pivot quickly and positively to shifting demands and opportunities. .
• Ability to travel domestically and internationally to support ongoing business needs.
• Fluent in English plus another language
• Solid experience facilitating virtual and in-person training, preferably within a media company.
• Experience delivering training through various channels and methods, including virtual tools.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-12vvey-18-116-37-113-42 in your application.