Responsible for leading the development and implementation of a transformative learning, development, knowledge management and interaction quality assurance strategy for the Service Experience organization.
Oversees the design and roll out of Artificial Intelligence, augmentation of associate experience that drives member and provider experience to new levels.
Defines the strategy and implementation plans for performance-based learning solutions aligned to Services Experience goals and objectives and customer-obsessed culture.
Directs the evaluation, analysis, design, development and delivery of learning solutions, including new modalities of learning to include simulation and gamification. Will partner with external vendors to determine and deploy best-in class solutions.
Provides leadership and direction for customer service desktop and knowledge management simplification and automation, including utilizing and deploying artificial intelligence tools.
Oversees the development of the Service Experience Quality Assurance program to deliver an accurate, and consistent member experience while ensuring pro-active risk mitigation and error detection.
Sets the direction for the development of programs and initiatives that enhance the Service Experience, both associate and leader experience.
Requires a BA/BS in Industrial/Organizational Psychology, Instructional Design, Training and Development, Instructional Technology, Human Resources or related field; Advanced degree or professional learning and development certification preferred.
10 years of related experience including transformation of legacy learning curriculums to improvement effectiveness of changing workplace demographics; customer service learning and customer service operations experience curriculums; or any combination of education and experience, which would provide an equivalent background
Experience in application of analytics and AI to transformation and restructuring of learning content is desirable.