Job Description

The Regional L&D Specialist (CX) is a strategic partner to functional teams and leaders in Customer Experience. This role is responsible for designing, leading, and continuously improving training and development programs that drive operational excellence and compliance. The Specialist ensures process governance, audit readiness, and capability uplift across CX functions.

Responsibilities

•Design, implement, and refine CX training programs for Customer Service, Logistics, and Import & Export, based on business needs and stakeholder input.•Lead the onboarding process for CX roles, ensuring consistency and measurable impact.•Conduct Learning Needs Analysis (LNA) and translate findings into actionable development initiatives.•Collaborate primarily with functional leaders (Customer Service, Logistics, Import & Export) and secondarily with HR to align training content and priorities.•Develop and manage champions programs to foster peer-driven learning.•Provide guidance and approval for training materials, ensuring compliance and quality.•Oversee management of training-related documentation, knowledge capture and support audit processes.•Drive change management initiatives to embed new skills and behaviors across CX.

Qualifications

Critical Experiences:

•SAP, Excel, SharePoint expertise.

•Detailed process understanding in Customer Service, Logistics, and Import & Export.•Project management skills.•Stakeholder management across CX functions.•Experience in development and change management.•Process governance and audit readiness support.

Competencies / Behaviors:

•Strong communication and presentation skills.•Creativity and adaptability to change and new trends.•Sound judgment and sense of urgency.•Attention to detail.•Innovative and proactive approach.•Analytical skills.