Job Description

About the Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the role

The Training Specialist is a member of the Global Customer Operations (GCO) Training team and supports the development and delivery of training programs for customer support representatives who provide legal research support. This role helps ensure a consistent, high-quality customer experience by preparing employees with the product knowledge, process understanding, problem-solving skills, and customer interaction skills needed to support customers effectively

Responsibilities

• Deliver instructor-led, virtual, and structured training sessions for new and existing customer support representatives in legal support functions.

• Reinforce core employee competencies such as product knowledge, customer service, teamwork, problem solving, and effective use of support tools and processes.

• Support the design, development, and maintenance of training materials for legal support representatives, including facilitator guides, learner materials, knowledge resources, and practice activities.

• Update training content to ensure information is accurate, relevant, current, and aligned with approved processes, products, content, and service workflows.

• Assist with needs analysis and gap identification activities by gathering feedback, reviewing recurring learner questions, and helping identify routine knowledge deficiencies.

• Partner with operations leaders, quality teams, subject matter experts, and other internal stakeholders to ensure training reflects current business needs and customer support expectations.

• Collect and review learner feedback, assessment results, and performance indicators to help evaluate training effectiveness and identify opportunities for improvement.

• Use established procedures to support routine review of quality indicators such as QA results, customer feedback, and related performance measures when assessing training outcomes

Requirements

• Bachelor’s degree or equivalent work experience in education, training, communications, legal studies, business, or a related field. A background supporting legal research or legal support environments is helpful.

• Experience in training, coaching, customer support, legal support, or a related operational environment preferred.

• Working knowledge of adult learning principles and training methodologies; familiarity with ADDIE and training measurement concepts such as Kirkpatrick is preferred.

• Strong verbal, written, presentation, process, technical, and analytical skills.

• Ability to build and maintain effective working relationships with diverse internal stakeholders and learners.

• Ability to follow established procedures, manage routine assignments, and work both independently and collaboratively under supervision. This aligns with the Level 09 professional profile.

• Experience working in a matrixed corporate environment is preferred.

Work in a way that works for you

We promote a healthy work/life balance across the organization, with various flexible and remote working options available to employees

Working for You

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Medical Aid

- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)

- Modern family benefits, including adoption and surrogacy

- Study Leave

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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