Overview
The Regional L&D Specialist (CX) is a strategic partner to functional teams and leaders in Customer Experience. This role is responsible for designing, leading, and continuously improving training and development programs that drive operational excellence and compliance. The Specialist ensures process governance, audit readiness, and capability uplift across CX functions.
Responsibilities
Design, implement, and refine CX training programs for Customer Service, Logistics, and Import & Export, based on business needs and stakeholder input.
Lead the onboarding process for CX roles, ensuring consistency and measurable impact.
Conduct Learning Needs Analysis (LNA) and translate findings into actionable development initiatives.
Collaborate primarily with functional leaders (Customer Service, Logistics, Import & Export) and secondarily with HR to align training content and priorities.
Develop and manage champions programs to foster peer-driven learning....