Customer Engagement Learning Effectiveness Lead

ROLE SUMMARY

The Customer Engagement Learning Effectiveness Lead develops and leads the Customer Engagement learning effectiveness multi-modal strategy and curriculum branding, measurement and program coordinator functions to enable Customer Engagement Training and learner experience success. This role is responsible for measurement, performance management and continuous improvement for content delivery methods that span digital, on-demand, in-classroom and on-the job experience design for optimal training approach and learner outcomes. The lead manages training program effectiveness evaluation, conducts business and strategic training needs analysis to identify gaps and performance improvement opportunities, identifies innovative external offerings for needed multi-modal strategies & decisions and oversees efforts to improve training program delivery design. The role also oversees the Program Coordinator Office that provides project and program management coordination and support to the Customer Engagement Training Team. The role tracks and ensures effectiveness, branding and design of L&D programs for the Commercial organization worldwide.

ROLE RESPONSIBILITIES

• Lead and develop direct reports for optimal skills needed to evaluate, evolve, and support best-in-class training results.
• Define and align clear goals (metrics such as training effectiveness, value, and impact) and sustainability strategies for training program delivery approach, innovations and core role curriculums. 
• Oversees core measures and metrics to understand effectiveness and impact of deployed training efforts to the learner and to business results, from both a customer and a business impact perspective.
• Manage the reporting and communication of performance and effectiveness of Customer Engagement Training programs with internal stakeholders in Customer Engagement Training and key business unit leaders to maintain strategic alignment with the strategic objectives.
• Lead the continuous improvement of training program branding and delivery methods in alignment with business strategies to support the achievement of high levels of learner engagement and required learning outcomes within agreed resources and timescales.
• Oversee all program and project management and coordination activities in assigned programs, projects and workstreams in support of Customer Engagement Training needs.
• Gather best practices and share across needed multi-stakeholder groups and the Customer Engagement Training leadership to support an environment of teamwork and continuous improvement. 
• Identify the capabilities needed to meet the current and emerging business and strategic needs of the commercial team and the gap and opportunities that exist in training programs to support capability building and innovative, cutting-edge design.
• Work with Customer Engagement Content Development Teams to fill training gaps and emerging needs
• Conduct regular reviews with Key Business Stakeholders to ensure the existing training programs meet business and strategic requirements, and get feedback on changes needed
• This role will manage approximately 9 colleagues.

BASIC QUALIFICATIONS

• Bachelor’s degree required
• 15+ years of training, sales, performance management related experiences or combination of experiences
• Proven ability to develop and implement innovative solutions that drive business growth, including identifying opportunities for improvement, generating creative ideas and integrating new processes or technologies into existing business operations.
• Deep experience and knowledge of Program Performance Management and Continuous Improvement 
• Experience with Pfizer learning platforms
• Previous experience leading people and matrixed organizations within commercial (i.e. sales, account management, marketing etc.) including developing people to meet goals, providing constructive feedback, and employee motivation.
• Executive presence and ability to influence senior stakeholders internally and externally
• Strong interpersonal skills with a track record of building partnership, interacting with stakeholders at varying levels, and working collaboratively across functions to meet share objectives
• Outstanding presentation, facilitation and writing skills
• Strong record of coaching teams to achieve personal and organizational goals
• Project Management experience and organizational abilities to simultaneously manage multiple complex projects
• Demonstrated creativity skills, with a track record of creating innovative ideas, develop new and better ways of working
• Ability to make sense of complex information to make sound judgment and decision making with minimal direction
• A track record