With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. This newly expanded organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Responsibilities
The Impact You’ll Be Making
Your Responsibilities
Within Microsoft’s Customer Experience & Success (CE&S) organization, the Learning and Development (L&D) team is looking for a Learning and Development Consultant to support the optimization, modernization, and execution of the Connected Learner Experience across Customer Service & Support (CSS) in all geographies.
In this position, you will deliver, implement, and guide technical and non-technical essential training courses delivery for CSS Staff, instruct a team of facilitators and trainers and conduct follow-up sessions to determine applicability of training materials. You will drive methods of evaluation of program effectiveness and assist an extended team of SMEs on technical delivery strategies and techniques, like coaching and mentoring.
The Learning and Development Consultant will achieve the expected presented above via:
Learning Solutions Delivery
• Use best practices in facilitation to deliver, or prepare others to deliver, learning solutions to a targeted audience. This includes delivering training sessions as well as leading Train-the-Trainer sessions as a master trainer for key programs. Examples include new hire training, continuing education sessions for skills mastery and product release training.
• Develop and promote the value proposition of learning solutions and component offerings to drive audience awareness, demand, and consumption.
• Create new access channels to implement learning solutions that are easy to find, navigate, and consume.
• Adapt to changes in the business and proactively respond to audience needs, to land concepts and build credibility.
Learning Solutions Development
• Determine best practices for learning solution strategies, and creates a prototype document that meets business outcomes, produces the desired user experience, and includes a delivery method that drives maximum consumption within the target audience.
Stakeholders Partnerships
• Apply thought leadership to integrate existing learning options that meet client requests and propose new learning solutions that support changing business needs.
• Contract for joint commitment and secures agreement on a learning plan for increased impact across multiple events, subjects, or audiences.
Measurements and Analytics
• Analyze data from multiple sources to identify business needs and opportunities to improve learning-solution development and delivery.
• Use data and metrics to measure learning effectiveness and to ensure that solutions meet the needs of targeted audiences.
• Use findings to create reports on learning effectiveness.
Operational Excellence
• Contribute to vendor selection, management, and measurement to support business results.
• Recommend and uses processes and tools for on-time and on-budget accountability in the development and delivery of learning solutions.
• Use program management to drive efficiencies, manage budget and increase business results. Leverages cross-group relationships and influences others to hold team members accountable to deliver program objectives.
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Who We Are Looking For
You will be part of the Customer Experience Design, Digital and Global Operations (CX DD&O) organization and focused on implementing a training delivery strategy aligned with Business Strategy, expanding training delivery capability, and creating the processes and continuous improvement mechanisms for ensuring excellent and engaging training delivery, workshops, labs and practical learning activities.
Qualifications & Experience
Relevant Characteristics of the L&D Consultant:
• Proven experience in training delivery and/or program management on L&D area.
• Medium/High Technical skills and understanding of Microsoft technologies.
• Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing solutions.
• Collaborative approach, able to work well with trainers, instructional designers, vendors, program managers, and business stakeholders.
• Proven organisational development skills.
• Demonstrated ability to prioritize, organize, and facilitate effectively to manage multiple projects to meet deadlines.
• Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
• Excellent interpersonal, communication and training skills
• Demonstrated teamwork capabilities.
Preferential:
• Experience providing customer support in a technical support organization supporting Microsoft products.
• Proven experience in needs analysis, instructional design, content development, and learning technologies.
• Strong knowledge of adult learning theories, interactive training, instructor-led training, self-paced instruction, evaluation methods, and performance support systems.
• Demonstrated storytelling skills with peers and leadership alike.
• Demonstrated coaching and mentoring skills.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.