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Global CX Learning Lead

2 weeks ago

Petaling Jaya, Selangor, Malaysia Warner Bros. Entertainment Full time

About Us

At Warner Bros. Discovery, we're driven by a passion for storytelling and a commitment to delivering exceptional customer experiences. Our diverse portfolio of iconic content and beloved brands is brought to life by talented individuals like you who share our vision.

Your Opportunity

We're seeking an experienced Senior Executive, Customer Experience Training & Quality (APAC), to join our Global Customer Experience (CX) Learning, Development, Delivery team. As part of this role, you'll develop, localize, and deliver a superior global training curriculum tailored for events, releases, and launches across the APAC territories. This position offers the unique opportunity to craft effective learning experiences that advance our CX team, ensuring alignment with regional needs.

Key Responsibilities

  • Develop and execute the learning strategy for APAC, ensuring alignment with global standards.
  • Collaborate with the CX team to align training initiatives with business objectives and market-specific requirements.
  • Create innovative training programs suitable for APAC and applicable globally.
  • Analyze customer interaction data to identify learning opportunities and adjust training accordingly.
  • Engage in calibration sessions and monitoring to maintain training standards and advocate performance.
  • Work with CX teams to update training materials with the latest processes and information for all events and product launches.
  • Promote a culture of continuous learning and support across regions.
  • Develop relationships with external partners to achieve CX goals.
  • Evaluate training effectiveness using KPIs and analytics.
  • Provide detailed reports on training outcomes to management.
  • Stay current with L&D trends to improve educational content and methodologies.
  • Gather feedback from training sessions for program enhancement.
  • Maintain culturally sensitive and inclusive L&D initiatives.
  • Facilitate Train the Trainer sessions and direct advocate training as needed.

Requirements

  • Proven experience in developing comprehensive L&D programs.
  • Expertise in adult learning and instructional design principles.
  • Proficient in virtual and in-person team collaboration.
  • Excellent interpersonal, communication, facilitation, and presentation skills.
  • Strong analytical abilities with a focus on data-driven decision making.
  • Highly organized, capable of managing multiple priorities under tight deadlines.
  • Able to work independently and collaboratively, adapting quickly to changes.
  • Willingness to travel for business needs.
  • Fluent in English and preferably in Indonesian, Mandarin, or Thai.
  • Bachelor's degree in Education, Communication, Marketing, or a related field.
  • Minimum 3 years of experience in training delivery within a customer service, call centre or media environment.