CX Training Specialist

A bit about the role

Are you ready to transition from delivering exceptional customer experiences to actively shaping the future of our frontline teams? We are looking for an internal champion to step into the role of CX Training Specialist - Enablement. Reporting to Mira Redden, you will be the driving force behind empowering our Customer Experience teams with the training, tools, and capabilities they need to thrive.

This is an Expert-level role within our Customer Experience team. You will have a massive impact on our operational growth by transforming how we onboard new hires, improving our 30-day post-graduation success rates, and building structured remediation pathways to support your peers who need an extra boost to hit their targets.

If you worked here this past month here are some things you might have been involved in

• Deep-Diving into Data: Investigated October 2025 performance metrics to uncover why our regional DEX teams (AU, UKEU, USCA) hit a roadblock during onboarding, and proactively designed targeted training content to fix the gap.
• Innovating the Learning Experience: Collaborated cross-functionally to design and launch our brand-new post-training survey, creating a baseline to measure training success for our upcoming cohorts.
• Supporting Your Peers: Designed and documented a structured, 60-day Training Remediation program in Guru to help outlier team members overcome performance hurdles and confidently reach proficiency.
• Consulting with Talent: Looked at speed-to-proficiency data to build a strategic recommendation for our recruitment team on the exact characteristics and skills that make a CX agent successful here.
• Challenging the Status Quo: Utilized qualitative data and AI/tech solutions to streamline our knowledge management systems and make frontline learning highly efficient.

Let’s talk about you

You are a data-driven problem solver and storyteller

You don’t just look at immediate fixes; you look toward long-term, scalable solutions. You are skilled at bridging the gap between frontline insights and team strategy, using both qualitative and quantitative data to advocate for our customers and influence stakeholders. You love to experiment, embrace emerging CX trends, and use technology to simplify complex processes.

You’re a relationship builder who loves to see others succeed

You naturally establish and nurture connections across the business through active listening, open communication, and deep empathy. You work independently with very little guidance, take immense initiative, and know how to prioritize your time effectively so you can pivot to critical service exceptions whenever they arise.

You give a crap

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Interested in this role?

- Ask yourself these questions:

1. How does this role fit into my long-term career goals?
2. What is it about this role that I’m looking to achieve? What parts of the role excites me and more importantly aligns with what I’m looking for?
3. Do I already have the skills for this new role?
4. Is there a technical skill I can prioritize?
5. What have I already done for the company and what are the requirements of the new role?
6. How can I relate my current or past accomplishments to the new position?

- Speak with your people leader / mentor to let them know as well of possible impact on your role