CX Learning & Development Generalist

About the Role:

Our CX Learning & Development team is dedicated to building an exceptional customer experience by equipping our CX professionals with the skills they need to thrive—and it all starts with creating impactful, data-driven learning experiences. We are seeking a highly skilled and motivated Senior Learning & Development Specialist to lead program design, facilitate learning in key areas, and manage stakeholder relationships to drive business success. The ideal candidate will have experience in robust course design, program management, and coaching, with a track record of delivering high-quality learning solutions in fast-paced environments.

About the Team:

This role is part of our Learning & Development team, within our Customer Experience organization. Our CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county

Here’s what you’ll do day-to-day:

Facilitation

• Facilitate learning sessions across at least six distinct and complex knowledge areas, demonstrating a deep understanding of subject matter and the ability to tailor delivery for various audience levels, including mid & senior leadership level participants.
• Take the lead in creating an inclusive and dynamic learning environment that challenges participants to apply critical thinking and problem-solving skills in real-world scenarios.
• Actively engage learners through interactive techniques, real-world examples, and structured activities that reinforce course content and objectives.
• Provide feedback & coaching to learners in real-time, offering guidance and support to enhance their understanding and skills development.

Instructional Design & Communications

• Lead comprehensive course design efforts, driving innovation and continuous improvement in learning materials and methods to ensure they meet the evolving needs of the CX team and broader business.
• Take full ownership of content development, acting as the final point of quality control for course content updates and ensuring that all learning materials are aligned with strategic business goals.
• Develop and manage high-level communication strategies for learning initiatives, collaborating with leadership and cross-functional teams to ensure alignment and stakeholder buy-in.

Program Management

• Manage complex, high-visibility learning programs from end to end, with full accountability for program success, continuous improvement, and alignment with business outcomes.
• Oversee multiple CX Academy cohorts simultaneously, ensuring efficient cohort management and providing strategic guidance on program implementation and learner success.
• Monitor participant progress and engagement, proactively identifying and addressing potential barriers to success.
• Identify and drive improvements across programs, utilizing feedback from participants and stakeholders to evolve learning offerings and ensure continued alignment with business goals.

Stakeholder Management

• Serve as a primary contact for high-level stakeholders, developing and maintaining strategic relationships to ensure learning programs are aligned with business priorities.
• Collaborate with senior leadership and department heads, providing expert consultation to design learning initiatives that directly support organizational growth and CX effectiveness.
• Influence and negotiate with stakeholders at all levels, ensuring alignment between learning objectives and business needs, while also representing the voice of the CX L&D team in broader strategic discussions.

Data & Analytics

• Own the learning data strategy for key programs, using sophisticated data analysis to assess program effectiveness, identify trends, and provide strategic insights to leadership.
• Lead data-driven decision-making by tracking key performance indicators (KPIs) such as learner progress, program impact, and ROI, using this data to continuously optimize learning experiences.
• Support other team members in developing their data analysis skills, helping them to understand and apply the Kirkpatrick Model of Training Evaluation data to their own work.

Here’s what we're looking for:

• 5+ years of L&D experience required
• Proactive, solution-oriented mindset with excellent organizational skills and attention to detail.
• Adaptability and a passion for continuous learning and personal development in a fast-paced, dynamic environment. 
• Proven experience in learning program design, development, and facilitation across multiple knowledge areas.
• Strong coaching skills, with the ability to mentor learners and participants as well as junior team members.
• Expertise in managing end-to-end learning programs, including cohort management and continuous improvement.
• Excellent stakeholder management skills, with a track record of building strong relationships and aligning learning initiatives with business goals.
• Data-driven mindset, with the ability to analyze program outcomes and use insights for continuous enhancement.
• Strategic thinker with a passion for driving business impact through learning and development.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong communication skills, with the ability to engage and influence stakeholders at all levels.

Our cash compensation amount for this role is targeted at $82,000 - $103,000/yearly in Denver, Las Vegas and Orlando. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.