Chief Learning Officer’s “Learning Insights” series is dedicated to showcasing the thoughts and career journeys of chief learning officers and learning executives—the tireless trailblazers who are transforming the landscape of corporate learning and workforce development. In this Q&A series, we garner strategic insights, innovative approaches and challenges overcome from visionary leaders worldwide.
What initially drew you to a career in learning and development, and how have your experiences evolved over the years?
I stumbled into it almost 20 years ago, I was working as a CSR in a call center, and they needed help from a subject matter expert, so I was asked to help in a class. The systems were lacking, and the content outdated, so to help some of the learners I made handouts and drew pictures to explain things better. After six months in this role, they offered me a job as an associate trainer, and I never looked back.
What key initiatives have you implemented as a learning leader to drive employee development and foster a learning culture?
We have a program called “pathways,” which begins six months after an agent completes new hire training and builds through to a position of management. The program is designed to hone in on skills an employee would need at each level to be successful and level up. For example, an agent at the six-month mark will complete coursework on using their resources effectively to level up to a more skilled agent. Employees are able to move through this program throughout their career path.
What is the most impactful learning program you’ve introduced in your organization, and how has it contributed to employee growth and business success?
As a learning leader, in the last 10 years, I have had the opportunity to oversee and implement various types of programs and changes, everything from a new more robust LMS to large-scale system implementations and new lines of business. The change I am most proud of is the full-integration of a skills-based curriculum across all programs. Teaching people within the flow of the work they will do, ensuring the systems mirror this work and creating real-life scenarios with the application of skill.
What is a common misconception people might have about the L&D function, and how do you address it?
That training is easy and it’s always fixable by training. To combat the training is an easy idea, we have documented processes outlining the time frames of each step and educating business partners on them. We also have an open-door policy of, “please come see us” in action and get a feel for what it is like to design, develop or deliver well-thought-out training content and programs. To counter the idea that it’s always flexible by training, we link to performance metrics and track the skills we can train to vs. the ones we cannot.
What excites you the most about the future of workplace learning, and how are you preparing your organization to adapt to the changing landscape?
The virtual world of training has opened the opportunity for people from all over the world to train together and learn together. I am really excited to see this continue to grow and change the way we connect.
What essential qualities or skills make a successful L&D leader, and how do you cultivate these traits in yourself and among your team?
People often think L&D folks are extrovert and loud, I am not, I am introvert and observant. These characteristics have paid off over the course of my career and led to many of my successes. I always spend time observing, learning, and asking questions when taking on a new process or team. I also take the time to gain trust and build relationships before I make changes or shift directions. These are the expectations I have set with my leadership team.
What game-changing advice would you offer if you could go back in time and mentor your younger self?
You can be scared, but you can also be brave, ask the questions, push the discussions, and share the ideas.
What do you feel is currently the single biggest challenge facing L&D professionals and the industry as a whole?
The use of artificial intelligence and machine learning. I am wholly on board with using both and we are working to do so at my company, but there is an idea that it can replace humans, trainers, and content developers in a cost-saving way.
We’re always looking to showcase innovative tools and technologies. Can you share one work or learning tech product or platform that has significantly improved your work processes and why you find it valuable?
We have recently partnered with Zenarate, to create scenarios in a simulated environment. It creates a safe space for learners to practice during their new hire training. Additionally it helped with existing staff to improve quality outcomes and performance.
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