Head of Customer Experience Learning and Development

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

This is a leadership role reporting to our Head of Enablement within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

We are seeking a dynamic and experienced individual to join our team as the Head of Customer Experience Learning & Development. In this role, you will lead the design, implementation, and continuous improvement of L&D initiatives for our Engagement, PayOps, Benefits Operations, and Enablement teams. You will be responsible for ensuring that our customer service representatives receive comprehensive training, ongoing skill development, and support to deliver exceptional service experiences to our customers. CX is building organizational-specific learning tracks, including new hire training, ongoing training, and PE development. Your role is to bring your experience and strong opinions to the project and to ensure the vision becomes reality. 

Here’s what you’ll do day-to-day:

• Learning Strategy:
  • Develop Learning and Development Strategy: Develop a strategic vision for customer service learning and development that is aligned with organizational goals and objectives, including maintaining a universal curriculum as well as role-based training tracks. Identify key learning priorities, competencies, and training needs to enhance the performance and effectiveness of the customer service team. Your team delivers new employee onboarding and owns the new employee experience and continuous education for CX Gusties. 
  • Collaborate with Stakeholders: Partner with cross-functional teams, including customer service leadership, HR, operations, and quality assurance, to align learning and development efforts with business objectives and priorities—Foster collaboration and communication to ensure a cohesive approach to talent development.
  • Ensure learning solutions align with Gusto's brand, culture, values, and competencies.
  • Evaluate Training Effectiveness: Develop and implement assessment methods to evaluate the effectiveness of training programs and initiatives. Collect feedback from participants, managers, and stakeholders to identify areas for improvement and make adjustments as needed.
  • Stay Current with Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in customer service and learning and development. Incorporate innovative approaches and tools to enhance the effectiveness and efficiency of learning initiatives. Understand the benefits and appropriate uses of AI in curriculum, and understand how content strategy influences agent development.
• Team Empowerment:
  • Manage facilitators and content developers: Lead and supervise a team of learning professionals responsible for delivering training programs and initiatives. Provide guidance, direction, and support to them, ensuring alignment with learning objectives, consistency in training delivery, and adherence to best practices.
  • Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization.
• Agent and Customer Experience
  • Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.
  • Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes. 
  • Learn from, strategize with, and collaborate with other teams across Gusto as you assist in building the framework for this newly emerging team. Constantly look for ways to support new agents better. 
  • Approach challenges with a Builder mindset, welcoming opportunities to enhance Gustomer and Gustie experiences.