Senior Learning Specialist

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Senior Learning Specialist.

The Senior Learning Specialist will lead the design, development, and delivery of training programs that enhance the skills, knowledge, and performance of the Stores and Customer Care teams as well as other areas within the organization, as needed.

This is a hybrid position that currently works 4 days per week in the Northbrook, Illinois office.

A day in the life as a Senior Learning Specialist…

• Expertly facilitate live in-person and virtual learning events, including organizational programs, with an emphasis on participation, engagement, and timely feedback
• Support the design, development, and facilitation of functional skills and service training, ensuring alignment with organizational goals and best practices
• Deliver train-the-trainer sessions to support field leaders with the tools, training, and mentorship they need to effectively support their own teams
• Strategically lead effective knowledge transfer to SSG by exercising judgment and discretion in determining the best approach to delivering timely updates, providing ongoing support, and holding SSG accountable to training standards
• Lead the enhancement of orientation programs across the organization by analyzing feedback, identifying areas for improvement, and working with cross-functional stakeholders to implement solutions that enhance the onboarding experience
• Adapt to multiple learning styles, incorporating feedback to enhance both content and delivery in synchronous and asynchronous sessions
• Provide ongoing feedback and coaching to maximize learners' training experiences and outcomes across all programs
• Collaborate with key business partners across stores and customer care to drive engagement and adoption of learning solutions
• Maintain knowledge of store operations, customer care processes, and systems to ensure training relevance and application
• Manage training calendars, communications, enrollments, and attendance records, ensuring timely reporting and documentation
• Measure and report on learning program completion and effectiveness to ensure initiatives meet desired goals
• Work with Learning Designer to update and customize learning experiences to support organizational-wide initiatives and evolving needs
• Communicate regularly with stakeholders on training progress, learner feedback, and program updates to support implementation and alignment
• Stay informed on modern learning modalities, best practices, and industry insights to continually enhance personal and team effectiveness

What you’ll bring to the table…

• Understanding of adult learning theories, instructional design methodologies, and training best practices based on training topics and the learner’s needs
• Familiarity with learning management systems (LMS), e-learning platforms, multimedia tools, and other training technologies
• Ability to navigate uncertainty, think critically, and excel in a changing, fast-paced work environment
• Skill in creating visually appealing and impactful presentations, using multimedia tools and visual aids to enhance learning
• Ability to identify training needs; analyzing learning barriers, and developing creative solutions
• Ability to work effectively and collaborate with subject matter experts, leaders, and other stakeholders to develop training content and align training programs with organizational goals
• Efficiently manage training schedules, resources, and logistics to ensure timely delivery of training programs.
• Ability to lead and mentor trainers, providing guidance, support, and feedback as needed
• Evaluate training effectiveness and analyze data to continuously improve training programs
• Foster curiosity to develop innovative training solutions, incorporate new training technologies and explore alternative learning methods to enhance training outcomes

We’d love to hear from you if you have…

• 3+ years training and facilitation experience in a Contact Center environment
• Bachelor's degree in a related discipline or equivalent experience
• Training certifications, a plus
• Previous experience managing others preferred
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite
• Previous experience creating interactive modules using eLearning software (Articulate Storyline, Captivate, Lectora) preferred
• Strong organizational skills and high attention to detail; demonstrated ability to work within and handle multiple deadlines and competing priorities
• Strong verbal and written communication skills to effectively convey training content, and engage participants

#li-hybrid