This role exists to enable the business to deliver on strategic and operational objectives. Representing the Learners and Learning And Development team on key global projects within the Global Operations and Service Learning team.
The Global Learning Content and Delivery Specialist contributes to the overall learning strategy and roadmap and executes the elements of the strategy that fall under their scope.
In this role you will own the content build of the learning material, take part in deliveries as required and maintain our learning management system
Translating the global strategy to operational impact through the design and execution of learning and development content.
Global Service and Operations Content and Delivery Specialists, direct, motivate, challenge, develop and monitor team members towards our service philosophy:
We provide industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.
What You’ll Do:
As part of our learning and development team you will be working to support the customer experience organization by:
- Partnering with the learning content administrators to build and deliver New Hire curriculum with a focus on building efficiency in New Hire speed to competency, without compromising on quality. - Tailoring New Hire Training to the profile of our new hires ensuring maximum engagement during new colleagues' first impressions of Navan.
- In this role you will own the content build of the learning material, take part in deliveries as required and maintain our learning management system. Translating the global strategy to operational impact through the design and execution of learning and development content.
- Working with the wider learning development team create a content strategy and plan for onboarding new hires as well as pathways for existing colleagues.
- Ensure all learning initiatives are aligning with the Global Service and Operations learning environment and culture, allowing learners to build learning habits around content and styles of learning material.
- Ensure we have an up-to-date learning portfolio and that all the content is of good quality and work through a defined sign off process to ensure material is signed off by relevant stakeholders before publication.
- Work with the standards trainer to create a content format that standardises the way we build and deliver learning content globally, catering from regional variances and environmental conditions (e.g remote learning, hybrid learning and in office learning.
- Regularly connects with a wide range of stakeholders across all levels of the Global Operations and Service and wider Navan company managing relationships & influencing for successful completion of tasks and responsibilities.
- Is able to deliver training content which drives successful outcomes, catering to different learning needs, regional variants and environmental differences such as hybrid, remote and in office learning.
- Be an ambassador for feedback. Create and maintain feedback loops relating to training content and delivery, at all levels through the global operations and service organization. Ensure that feedback is encouraged, captured, championed and implemented where appropriate.
- Partner with internal and external stakeholders to stay ahead of changing landscapes in the travel industry - this could be working with our CAPS or Product team to build content based on product enhancements, regulation changes or sourcing strategies.
- Be the expert and build your knowledge and seek out continuous learning opportunities so that you become the expert across all things travel and Navan. Continue to develop your knowledge so that you are fully up to date with both travel industry standards and customer experience excellence.
- Working with our standards trainer, develop and implement a framework for learning and development success throughout our curriculum build. Build within consistent formats which enable the audience to take the maximum away from each learning experience.
- Complete and Maintain regular Learning Needs Analysis’ to assess the needs of the organization and work with Global Operations and Service leadership to implement required learning based on styles, learning gaps and region.
- Is able to deliver training content which drives successful outcomes, catering to different learning needs, regional variants and environmental differences such as hybrid, remote and in office learning.
What We’re Looking For:
- Has experience in driving business and performance impact from a Learning & Development perspective i.e. uses a strategic and analytical mindset, and consulting skills with their stakeholders to ensure learning is the right solution to the problem.
- Is customer focused and understands that the overall outcome of learning and development activity is to have a positive impact on customer experience delivery.
- Is able to partner with the business to identify learning needs as a basis to design and deliver world class learning solutions, campaigns and programs. Creating and managing a topic relevant learning plan that meets business priorities in line with global learning strategy, plan and priorities.
- Can evaluate learning interventions and programmes to ensure highest quality products. Drive defining key success metrics for their program in consultation with the project leads and translating that to a learning and performance data dashboard to measure ROI.
- Possess proficient knowledge of Learning and Development theories and methodologies to support the creation of clear and engaging learning solutions.
- Creates meaningful feedback loops, encouraging and championing feedback, using both qualitative and quantitative data in order to drive continuous improvement through learning activity.
- Uses best practices and innovative approach in design, testing, and implementation of learning programs to achieve desired results.
- Identifies and drives self development areas, in order to own self development and work with the Learning and Development manager to build and execute a personal development pathway.
- Has an in-depth understanding of different learning styles and tools available to deliver the defined learning outcomes.
- Must have proven stand up presentation skills and manage a class of 12+ students.
- Can communicate with confidence and has experience in a TMC/BT role covering all supplier products i.e air, rail, car and hotel.
- Understands and can use both Sabre and Amadeus to a high level.
- 1 Years experience in a Learning And Development Specialist or Content role.
- Customer Service experience within a contact center or customer facing role